Job
- Level
- Lead
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Schwabach
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will lead the IT support team, organize internal support, optimize processes, and handle technical inquiries while ensuring the quality of service is maintained.
Your role in the team
- Technical and disciplinary management of the IT support team
- Deployment, shift, and vacation planning including substitution organization
- Further development of the team through coaching, feedback, and knowledge building
- Organization of internal support
- Provisioning new employees with hardware, software, and accounts
- Support with technical issues at the workplace
- Local IT support for central departments
- Coordination of First and Second Level Support
- Collaboration with external hotline / provider for 1st-level inquiries
- Management, prioritization, and escalation of internal tickets
- Responsibility for the case-closing processing of all technical support inquiries (2nd Level)
- Prioritization and escalation management for complex disruptions
- Close collaboration with internal departments and external service providers (POS, network, hardware, etc.)
- Planning and overseeing hardware and software rollouts in branch offices and central locations.
- Standardization and Optimization of Internal Support Processes
- Analysis of recurring disturbances and derivation of sustainable measures
- Responsibility for the IT service and asset lifecycle (procurement, operation, maintenance, replacement)
- Creation of reports, KPIs, and regular status updates
- Ensuring service quality and compliance with defined SLAs.
- Optimization of support processes (tickets, SLAs, knowledge base)
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Our expectations of you
Qualifications
- Responsibility for IT support of branch structures as well as central locations (administration, production, logistics)
- Very good understanding of IT service processes and service management.
- Ensuring stable IT services and high service quality
- Strong service and customer orientation
- High communication and organizational skills
- Structured, solution-oriented, and autonomous working style
Experience
- Several years of experience in IT support, ideally in a managerial role.
- Experience in the professional and organizational leadership of IT support teams.
- Experience in analyzing, optimizing, and standardizing support processes.
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What we offer
- 30 vacation days
- Flexible working hours
- Job Rad
- Employee discount: You benefit from attractive special conditions on our products - including a free safety glasses and a free contact lens quota per calendar year.
- Belonio: Every month, you receive a €50 voucher - tax-free and freely selectable from a variety of popular partners.
- Flexible working: We embrace flexibility as a core principle - whether at home or at our headquarters. We offer you a balanced work model with a mix of home office and office work.
- Company pension scheme: We support you in building your retirement provision with an additional employer contribution.
- Group accident insurance: Whether at work or privately - you are covered. Our accident insurance protects you from financial consequences.
- Support for families: We not only support you but also your loved ones. With our homework help and the Essilor Luxottica Summer Camp, your entire family benefits.
- Specialist Doctor Service: Say goodbye to long waiting times - thanks to our partner, you will quickly get appointments with specialists in your area.
- Health App: Movement, Nutrition, Ergonomics - all at a glance. In the app, you will find our current health offers and valuable tips.
- At Apollo, you are part of a team that not only works together but also grows together. Whether in the branch or at the headquarters – at Apollo, we promote your development individually and with foresight.
- By the way: Bicycle leasing, corporate benefits, as well as anniversary rewards for long-standing employees are also naturally part of your benefits with us.
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Benefits
Health, Fitness & Fun
More net
Work-Life-Integration
Job Locations
This is your employer
Apollo-Optik
As Germany's leading optician and certified top employer, we offer our employees the ideal space to feel comfortable and the means for individual development.
Description
- Founding year
- 1972
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Trade
Team Leader IT Support
- Location
- Schwabach
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
