Team Lead – IT Support (f / m / d)

Your mission

We’re looking for a Team Lead IT Support (f/m/d) who combines strong leadership skills with deep technical expertise and a passion for customer excellence.

You’ll lead and develop our growing IT Support team, ensuring that every customer interaction reflects deeploi’s promise: IT as a Service – not as a struggle.

In this role, you’ll be responsible for building, mentoring, and scaling a high-performing team, improving support processes, and driving operational excellence through data, structure, and empathy.

You’ll work closely with IT Operations, Product, and Engineering to continuously enhance our support experience, automate workflows, and define what world‑class IT support means for SMBs across Europe.

Your Responsibilities

• Lead and develop the team: Build, coach, and empower a high-performing IT Support team through regular 1:1s, clear goals, and continuous feedback.
• Ensure smooth operations: Oversee daily support performance, prioritize requests, and ensure fast, professional responses across all channels.
• Drive efficiency & quality: Define workflows, responsibilities, and escalation paths (L1–L3), while optimizing processes and automation for speed and accuracy.
• Own performance metrics: Set and track clear KPIs, monitor trends, and use insights to improve service quality and customer satisfaction.
• Collaborate cross-functionally: Work closely with Product, Engineering, and IT Operations to enhance support tools, processes, and product integration.
• Plan & scale the team: Forecast capacity, manage hiring with Talent Acquisition, and ensure coverage of all critical IT support domains.
• Innovate & evolve: Challenge the status quo, introduce new tools and best practices, and help shape the long‑term vision for IT Support 2.0.

Your profile

• 5+ years of experience in IT Support, IT Administration, or similar, including 2+ years in a leadership role.
• Proven people management skills — you lead with empathy, clarity, and accountability.
• Strong technical background across MDMs, MacOS, Windows, Google Workspace, and/or M365.
• Confident in process design, SLA management, and KPI tracking.
• Excellent problem‑solving, communication, and interpersonal skills.
• Hands‑on mentality — you lead by example and stay close to the team and the customer.
• Fluent in English; German is a plus.

Why us?

• 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.