Lead IT Support (m/f/d)

Operational leadership and team coordination Professional leadership and coordination of the daily work of IT Support Specialists and Engineers Monitoring of ticket queues, prioritizing tasks and ensuring timely processing of incidents Central escalation centre for complex technical problems prior to the integration of specialised teams Ensuring compliance with IT processes, SLAs and defined service quality standards Coaching and further development of team members and promotion of service-oriented and continuously learning work culture Technical support and escalation Analysis and solution of complex hardware, software, network and application problems Responsibility for installation, configuration and maintenance of terminals, workplace systems and common business applications Management of user access, identity lifecycle and security compliance in Microsoft 365, Azure AD / Entra ID and on-premise systems Endpoint Management support, including Intune, GPO, Imaging and Patch Management Ensuring complete and comprehensible documentation of incidents, problems and solutions Process management and continuous improvement Further development of IT support workflows, documentation standards and knowledge base content Cooperation with cross-departmental teams to automate processes, improve user experience and reduce recurring disturbances Definition, tracking and analysis of relevant KPIs such as SLA, First Contact Resolution, Backlog or Ticket-Aging Active cooperation in incident, problem and change management processes as well as Root Cause analyses Cooperation and Stakeholder Management Close coordination with infrastructure, security and application teams to ensure a stable operation and clear transfer between support tier Transparent and address-oriented communication with users incidents, maintenance windows and service changes Support for onboarding and offboarding processes and IT-Asset Lifecycle Management Compliance and Security Ensuring compliance with internal security policies and legal and regulatory requirements such as GDPR and ISO 27001 Security Incidents and Basic Vulnerability Fixing Support Maintenance and updating of correct asset, license and configuration data

Expertise Very good knowledge in the Troubleshooting of Windows, macOS and mobile devices, networks as well as Microsoft 365 and Azure Services Good understanding of virtualization, cloud technologies, endpoint security and ITSM tools Experience with scripting and automation, especially PowerShell, of advantage Basic knowledge of the Troubleshooting of ERP and other business applications Management competencies Ability to guide, motivate and develop a support team professionally Very good communication, conflict resolution and decision abilities Embossed service and user orientation High level of responsibility, ownership and reliability Overarching competences Clear and structured communication Embossed problem-solving and analytical capability Good time and self-management Team skills and cooperation Adaptability and durability Emotional intelligence Professional and ethical behavior Strategic thinking at operational level Professional experience 3–6 years of experience in IT support, desktop support, IT operations or similar areas Experience as a senior engineer, escalation agency or coordinator*in IT support Practical experience with Microsoft 365, Identity Management, Endpoints, Networks and ITSM Processes Experience in an enterprise IT environment and ERP systems Preferred certifications Microsoft Certified: Modern Desktop Administrator or Azure Administrator ITIL Foundation CompTIA A+, Network+, Security+ IT systems in scope (selection) Microsoft 365 (Exchange, Teams, SharePoint, Intune) Microsoft Active Directory Azure AD / Entra ID Windows, Linux and macOS terminals Network components (WLAN, LAN, VPN) ERP Applications (Base-Troubleshooting) Jira or comparable ITSM/ticketing tools Endpoint security solutions On-Premise Infrastructure (AD, File Services, GPO, Virtualization)

Varied projects in an innovative and fast-growing environment Responsible key role in the IT department Versatile working environment where you can bring your own ideas and potential in the long term Intensive training and development opportunities for your professional and personal training in our in-house training centre as well as support by a mentor*in Flat hierarchies and an open corporate culture in which teamwork and fun at work are raised Flexible working time with Mobile Office option (flexibility desired) and an attractive salary package We enrich the working day with coffee, drinks, benefits such as company celebrations and team events, bicycle leasing as well as employees discount