Team Lead in IT Support Management

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

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

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