IT Support Team Lead - Leadership / KPI / MDM (m/f/d) - deeploi GmbH

Stellenbeschreibung:

Über das Unternehmen

Was entsteht, wenn Leidenschaft und Innovation zusammentreffen? Wir gestalten die Zukunft des IT-Managements, indem wir Komplexität reduzieren und Effizienz steigern. Du suchst eine Rolle, in der du aktiv an der Automatisierung von IT-Workflows, der Geräteverwaltung und der Cybersicherheit mitwirkst? Dann bringe deine Expertise ein, um Unternehmen eine reibungslose und sichere digitale Arbeitswelt zu ermöglichen. Hier findest du die Chance, einen echten Unterschied zu machen und deine Fähigkeiten voll zu entfalten.

What We Offer

Join the IT revolution - we're a fast-growing B2B SaaS startup backed by Atomico, Cherry among others
High-impact role with direct influence on product, process, and customer experience
Attractive compensation package including a VSOP plan
High ownership and autonomy from day one
Hybrid setup in Munich or Berlin, with benefits like Urban Sports Club, public transport ticket, and Swapfiets
A team culture that's ambitious, open, and fun - where people care deeply about what they build

What you will do

You lead and develop a team of 10 IT Support Agents by building, coaching, and empowering a high-performing IT Support team through regular 1:1s, clear goals, and continuous feedback
You ensure smooth operations by overseeing daily support performance, prioritizing requests, and ensuring fast, professional responses across all channels
You drive efficiency and quality by defining workflows, responsibilities, and escalation paths (L1-L3), while optimizing processes and automation for speed and accuracy
You own performance metrics by setting and tracking clear KPIs, monitoring trends, and using insights to improve service quality and customer satisfaction
You collaborate cross-functionally by working closely with Product, Engineering, and IT Operations to enhance support tools, processes, and product integration
You plan and scale the team by forecasting capacity, managing hiring with Talent Acquisition, and ensuring coverage of all critical IT support domains

Who you are

You have 5+ years of experience in IT Support, IT Administration, or similar, including 2+ years in a leadership role
You possess proven people management skills, leading with empathy, clarity, and accountability
You have a strong technical background across MDMs, MacOS, Windows, Google Workspace, and/or M365
You are confident in process design, SLA management, and KPI tracking
You excel in problem-solving, communication, and interpersonal skills
You have a hands‑on mentality, leading by example and staying close to the team and the customer