Information Technology Support Specialist

Job Description:We are looking for an experienced Team Lead to manage and motivate a small team of IT support staff. The ideal candidate will ensure high-quality service delivery, resolve or escalate complex issues, and drive strategic processes to optimize support operations. This role requires strong leadership skills, technical expertise, and a customer-focused mindset.Responsibilities:Leading and motivating a team of IT support staff to deliver high-quality support services.Acting as an escalation point for complex issues and collaborating with global IT teams and senior stakeholders.Ensuring proper handling and escalation of incidents and service requests.Training and developing the team to improve processes and ensure compliance with internal standards.Monitoring and reporting on team performance to relevant stakeholders.Contributing to and implementing strategies to enhance IT service quality.Supporting the implementation of new technologies and tools in support processes.Maintaining a strong customer focus and building sustainable relationships with internal and external stakeholders.Qualifications:At least 3-5 years of experience in a comparable leadership role in IT support.Proven experience managing teams and handling escalations effectively.Deep knowledge of Microsoft Windows operating systems and Microsoft Office/365 (including Exchange, Teams, SharePoint, and Intune).Experience in implementing and optimizing CRM/ERP/WMS systems.Familiarity with network services such as DNS and DHCP, as well as VoIP, PBX, and 3CX.Strong organizational and analytical skills with a business-oriented mindset.Excellent communication skills in both English and German.Ability to train, mentor, and motivate team members.Willingness to travel and practical experience implementing ITIL or similar frameworks.