IT Support Team Manager | Teamleiter IT-Support (m/w/d)

Job Summary

This position calls for an experienced IT Support Team Manager to take disciplinary and technical leadership of the IT Support team, ensuring efficient operational support for both internal employees and external customers. A key focus of the role involves personnel management, including resource and shift planning, conducting performance reviews, and fostering continuous team development, coaching, and conflict resolution. The manager is also responsible for ensuring effective intercultural cooperation between regional and global IT Support teams. Operationally, the manager oversees critical support functions covering Desktop, Voice, Network, and Azure Cloud Servers. You will manage the Incident, Problem, and Service Request lifecycle using ITIL-based standards, collaborating closely with the IT Service Manager. Furthermore, responsibilities include rigorous IT Asset Management, monitoring compliance with system policies and security standards, and defining and tracking Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to guarantee high customer satisfaction. Success in this role requires strong leadership, deep technical knowledge, and meticulous documentation of IT processes and security guidelines.