Job
In this role, you lead a team in 2nd-level support, develop processes, manage complex inquiries, ensure SLA compliance, and support team members while planning resources efficiently.
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Your role in the team
- As a Team Lead for User Service (m/f/d) Remote Service 2, you ensure that your team provides a stable, efficient, and service-oriented IT support and continuously develops it further.
- You lead the employees in 2nd-level support professionally and disciplinarily, and support their technical and personal development.
- You manage the work organization within the team and continuously develop structures, processes, and workflows.
- You handle and coordinate complex support requests together with your team and ensure sustainable problem solving.
- You keep an eye on compliance with relevant Service-Level Agreements (SLAs) and implement targeted measures as needed to ensure service quality.
- You plan personnel resources proactively and deploy them according to the technical requirements and priorities.
- Budget planning and cost center responsibility are within your scope; you act economically and results-oriented.
- You drive the optimization of support processes and promote internal as well as cross-departmental collaboration.
Our expectations of you
Education
- You have a completed degree in Computer Science or Business Informatics, or a technical qualification or further training, for example as an IT specialist or IT systems electronics technician.
Qualifications
- Business acumen, budget responsibility, and cost-conscious decision-making are second nature to you.
- Analytical thinking helps you to assess support requests, processes, and optimization potentials thoroughly and to make decisions in daily operations.
- In collaboration with various departments, you convince through clear communication as well as strong organizational and prioritization skills.
- Excellent German skills (C1) complete your profile.
Experience
- You already have several years of experience in IT support, particularly in 2nd-level support, and have ideally taken on some leadership responsibilities.
- You combine experience in operating and organizing a 2nd-level support with structured work and resource planning.
What we offer
- A competitive salary, complemented by an employer-funded occupational pension scheme, in which we contribute 2-4% of your gross salary.
- A friendly working environment that thrives on collaboration and an open culture that welcomes new ideas and embraces innovation.
- The possibility to work remotely as well as to adapt your working hours to your individual needs.
- An onboarding process with experienced mentors (m/f/d) to help you quickly access the tasks and our culture.
- Training opportunities, including our Talent Management Program and specialized leadership development trainings.
- Online fitness classes and the option to lease a JobRad – for your health and mobility.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
BG-PHOENICS GMBH unites a long standing expertise in the IT industry with extensive sector knowhow and cutting edge technologies. Thus, we create high quality and futureproof business solutions, tailor made IT options as well as client ready branch software.
- 2001
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
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