Job
- Level
- Lead
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Schmallenberg
- Working Model
- Onsite
Job Summary
In this role, you lead the IT support team, handle tickets, analyze issues, and develop standards for processes and service levels while also working onsite in the facilities and coordinating with external service providers.
Job Technologies
Your role in the team
- Technical and disciplinary leadership of the IT support team (1st and 2nd level, onsite support) as well as professional and organizational development with clear roles, substitution rules, deployment planning across the central office, plants, and locations, and targeted skills development.
- Participation in daily operations with ticket processing, fault analysis, escalations, and on-site deployments at the plants, as well as daily overview of the ticket situation and critical cases, and leadership from operational activities.
- Development and enforcement of binding standards and processes for incident, request, and escalation procedures, knowledge base and solution documentation, standardized workplaces with hardware, images, and software catalog, onboarding and offboarding, as well as rollout procedures.
- Definition of measurable service levels in collaboration with the business units, as well as the establishment of a consistent set of KPIs including response and resolution times, first-time fix rate, backlog, and user satisfaction. Creation of a monthly service level report for the Head of IT Platform & Operations and the Chief Digital Officer, along with deriving concrete actions from the KPIs.
- Ensuring a consistent service level across the entire FALKE Group, including headquarters, manufacturing plants, logistics, and sales locations both domestically and internationally, as well as coordinating IT contacts at the sites and external service providers on site.
- Support of IT support for owners and management with prioritized, discreet, and reliable assistance, including mobile devices, home office, and travel setups.
- Ensuring smooth handovers to Infrastructure & Systems, Database Services, and Business Solutions, as well as further developing Problem Management to sustainably eliminate recurring disruptions and supporting rollouts such as ERP transformation and Microsoft 365 from the user's perspective.
- Management of service providers and suppliers in the end-user device and support environment, including hardware procurement, maintenance contracts, and external onsite partners, as well as participation in the department's budget planning.
- Implementation of security policies in the workplace, promotion of security awareness among users, and support in handling security incidents in the end-user environment.
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Our expectations of you
Education
- Completed vocational training, for example as an IT specialist in system integration, or a degree in computer science or business informatics, or a comparable qualification.
Qualifications
- Strong operational work approach: You get hands-on, are present on-site, and execute tasks directly from daily operations rather than from behind a desk.
- Solid knowledge of Microsoft environments: Windows clients, Microsoft 365, Entra ID and Active Directory, Endpoint Management (e.g., Intune), printing and mobile devices, as well as network fundamentals.
- A professional, service-oriented demeanor, high discretion, and reliability, especially in the support of owners and executive management.
- Willingness to travel to the plants and locations of the FALKE Group as well as a Class B driver's license.
- Very good German language skills and good English language skills, both written and spoken.
Experience
- Several years of experience in IT support or Service Desk (1st and 2nd level) as well as initial leadership or coordination experience with your own team. Experience with multiple locations or in a production environment is advantageous.
- Proven experience in establishing standards and processes (ITIL Foundation or equivalent), proficient in ITSM and ticketing systems as well as KPI and SLA reporting.
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What we offer
- In a world of mass production, reliable quality and creatively thoughtful design are the factors that set us apart from the competition.
- We follow this guiding principle in our products, but also in our team.
- Because beyond well-trodden paths, we rely on decisive explorers.
- You are the ones we offer comprehensive onboarding and flat hierarchies.
- As a family-owned business run by the owner, we know exactly what our success is based on - the commitment of our employees.
- Are you eager to write your own chapter in our success story?
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Topics You Will Work On
Job Locations
About Your Employer
FALKE KGaA
FALKE KGaA - Fashionable clothing made from high-quality materials since 1895. Discover premium products crafted with artisanal perfection and attention to detail.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Consumer Goods, Branded Goods
IT Support Team Leader
- Location
- Schmallenberg
- Working Model
- Onsite
- Diversity
- Open for all genders
