Service Desk Team Lead (German)

Location: Worldwide; fully remote, office-based, or hybrid work options are available.

Salary: EUR 2,000–3,000 per month gross. Final compensation depends on experience, location, and professional growth.

Company

hirify.global is an IT services company delivering technology solutions and support operations for international clients across multiple industries.

What you will do

• Coordinate daily Service Desk operations, ticket queues, workload, priorities, and shift handovers.
• Monitor SLAs, KPIs, ticket aging, backlog, escalations, and service quality.
• Coordinate incident and request resolution with L2 SysOps and specialized resolver teams.
• Act as the primary operational contact for the client, communicating service status, risks, blockers, and recurring issues.
• Prepare operational reports and performance metrics while maintaining quality documentation and the knowledge base.
• Support onboarding, training, performance monitoring, on-call coordination, and continuous service improvement.

Requirements

• At least 1 year of experience as a Service Desk Team Lead and 5+ years in IT support operations.
• Experience with ticketing systems, incident and request management, SLA/KPI monitoring, reporting, and queue management.
• Ability to coordinate shift-based support, monitor team performance, manage escalations, and prioritize workloads.
• Strong communication, stakeholder management, team coordination, onboarding, and training skills.
• English at Intermediate+ level and German at Upper-Intermediate level or above are required.
• Readiness for occasional on-call coordination.

Nice to have

• Manufacturing environment or German-speaking user and client support experience.
• ITIL knowledge or certification.
• Experience with ServiceNow, Jira, Microsoft 365, 24/7 support, or workplace IT services.
• Knowledge base management, service improvement, reporting dashboards, or client-facing operational meetings.
• Experience managing multilingual support teams and understanding L2 SysOps escalation scope.

Culture & Benefits

• Remote, hybrid, and office-based work options with a worldwide location policy.
• Professional, financial, and career development supported by mentoring and onboarding programs.
• Corporate training portal and compensation for professional certifications such as AWS and PMP.
• Private health insurance and sports activity compensation.
• Annual bonus opportunities, referral program, and team events and activities.