Team Leader Field Operations (m/f/d)

Field Operations Team Leader (m/f/d)
Permanent position, full-time · Cologne

As Field Service Manager (m/f/d), you will be responsible for the strategic management, organization, and operational control of our decentralized field service team in Cologne and Bonn. Your main goal is to maximize service quality on-site, increase customer satisfaction in the long term, and ensure efficient and economical resource planning for the team. Together with the team, you will form a central interface between the service desk and the customer on-site.

• Technical and disciplinary management of the field service team (IT technicians and administrators)
• Coaching, mentoring, and further development of team members to maintain a high level of technical expertise and soft skills
• Strategic development of the technologies, tools, and processes used in field service
• Definition, monitoring, and compliance with service level agreements (SLAs) and key performance indicators (KPIs)
• Ensuring complete documentation of services and solutions in the ticket system
• Act as the central point of contact for critical service escalations in the field service environment
• Ensure the quality of the services provided through regular feedback and audits

• You have completed IT-related vocational training and have proven professional experience in the IT systems environment
• You have several years of professional experience in a managerial or team leader position in IT field service or IT support
• You have fundamental technical expertise in the areas of Windows and Apple clients as well as server and network infrastructures
• You are confident in your interactions with customers and management
• You are highly customer-oriented, proactive, and responsible
• You have analytical skills for solving complex technical problems and optimizing processes
• You have a class B driver's license
• Fluency in spoken and written German is a prerequisite—English is an advantage

You can expect a varied role in developing the IT division of the NetCologne Group, as well as an innovative and dynamic company with flat hierarchies that is focused on growth.
In an exciting work environment with short decision-making processes, you will be part of a friendly and highly motivated team. We are happy to support you in shaping your career goals with individual development measures.

• A permanent, economically secure, and long-term position
• Regular internal and external training opportunities
• Flexible working hours and a home office policy
• State-of-the-art office space based on the "New Work" concept, as well as chill-out and creative areas
• A credit card loaded with €25 per month for shopping
• An attractive contribution to the company pension scheme, including individual advice from an external service provider
• A Germany-wide train ticket and JobRad offers for convenient travel to work
• Flat hierarchies and open communication
• A team kitchen and a canteen
• Regular team events
• 30 days of vacation (you can choose between 25 and 35 vacation days if you wish) + 4 traditional holidays
• Fresh fruit every week, as well as unlimited coffee, tea, and water

Then we look forward to receiving your detailed application, including your salary expectations and earliest start date.
NetCologne IT Services GmbH
Human Resources Department | Elisa Zube & Michèle Polcyn
Adolf-Grimme-Allee 3 |Cologne

We, NetCologne IT Services, are a subsidiary of the regional telecommunications provider NetCologne. As a reliable strategic partner based in Cologne, we provide companies and schools with innovative ICT technologies and offer them advanced solutions for their digitalization. From IT strategy consulting and setup to service and support for complex IT infrastructures, we offer everything from a single source. In addition, we are responsible for taking over our customers' IT operations in accordance with the ITIL framework – either through our Cologne service desk or on site. From our modern, certified data center in Cologne, we offer innovative managed services, including individually tailored cloud computing solutions.
With our education services, we transform school IT into enterprise IT. From IT infrastructure to cloud services, identity management, hardware, and software to IT support, administration, and training. With us, teachers and students get everything they need for the modern classroom and thus have digitalization fully under control.