IT Support and Monitoring Team Leader

Job description

Miele Tehnica is a subsidiary of Miele & Cie. KG, Germany. We produce electronic components for a wide range of Miele appliances, such as washing machines, tumble dryers, vacuum cleaners, ovens and others. The products Miele offers to its customers set the standards for durability, performance, ease of use, energy efficiency, design and service products. Are you passionate about leading teams and optimizing technical support processes? We’re looking for a skilled Team Leader, a player-manager role to join and lead our dynamic team, while improving the service and contributing directly to operational delivery. In this role, you’ll manage and coordinate a high-performing technical support team that provides end user support by setting an example and working alongside the team. Reporting to the Head of IT Operations, you will have the following key Responsibilities: Lead the IT Support and Monitoring team through line and matrix management, ensuring effective collaboration across the Service Desk and Monitoring functions. Coordinate the daily activities of the Service Desk and Monitoring teams to ensure stable, high-quality service delivery and achievement of agreed success criteria. Responsible for technical recruitment, appraisals, 121 meetings, identifying training needs and individual development plans for the team. Reactively monitoring support requests, incidents, and events to identify trends, recurring issues, and opportunities to improve services. Propose and lead initiatives that reduce incoming ticket volumes by identifying recurring incidents, eliminating root causes, improving end user knowledge, and increasing self-service capabilities. Identify and implement automation opportunities for repetitive requests and operational tasks, working together with platform and engineering teams to improve efficiency. Continuously improve Service Desk processes, workflows, and operating procedures to increase first level fix rate (FLF), reduce manual effort, and improve the user experience. Design and maintain operational dashboards and reports that provide visibility into service performance, ticket volumes, monitoring effectiveness, and improvement opportunities. Ensure the team has the knowledge, tools, and training required to support new technologies, services, and business processes. Work closely with engineering, infrastructure, platform, and application teams to resolve complex issues and expand the Service Desk's ability to resolve incidents at first contact (Shift Left). Ensure users receive timely, high-quality support by maintaining service quality, reducing resolution times, and improving operational performance. Monitor team performance, workload, and service quality, taking corrective actions and supporting the professional development of team members. Report on operational KPIs, service performance, incoming volumes, customer satisfaction, automation initiatives, and continuous improvement activities to management as requested. Maintain and continuously improve the Knowledge Base, standard operating procedures, and operational documentation to ensure consistent service delivery. Support Incident, Major Incident, and Problem Management activities, ensuring effective coordination, communication, and follow-up actions. Plan team capacity and schedule, prioritize work, and manage resources to meet operational objectives while supporting future service growth and new initiatives. Profile: Completed studies in the field of computer science, information technology or a comparable qualification. Several years of experience in leadership or people management role within a corporate environment. Proven experience leading teams and supporting managers in driving performance, employee engagement, and organizational change. Strong leadership, coaching, communication, and conflict resolution skills. Ability to manage multiple priorities, make decisions, and perform well in a fast-paced operational environment. Experience working with cross-functional stakeholders and influencing outcomes across different levels of the organization. Strong analytical skills with the ability to interpret operational data, identify trends, and drive continuous improvement initiatives. Exposure to IT operations and the ability to quickly understand Service Desk and Monitoring processes. Experience leading process improvement, transformation, or organizational change initiatives is an advantage. Experience working with IT Service Management frameworks (e.g., ITIL) or ticketing platforms (e.g., ServiceNow) is an advantage. Excellent English communication skills, both written and spoken. German language skills are a plus. If you are looking for a long-term career and want to join a best-in-class company where your talents are appreciated, then we would love you to join our team!