German speaking Team Lead

• Ensure SLA targets are consistently met
• Support team members with ticket resolution, categorization, and prioritization
• Actively manage the floor, including call handling and ticket backlog management
• Provide first-level resolutions and ensure proper ticket escalation when required
• Handle incident resolution and recovery ticket closure
• Coordinate teamwork based on daily operational priorities
• Organize team huddles and actively maintain high team motivation

Assist the Operations Manager with:

• Documentation and Knowledge Base creation
• Training and mentoring of agents

• Act as Point of Contact (POC) for training and development-related activities
• Prepare and deliver daily, weekly, and monthly consolidated reports
• Perform metrics collection and analysis
• Identify, assess, and mitigate operational risks
• Participate in review meetings and propose continuous improvement initiatives
• Manage quality standards, including audit preparation and Operations Maturity requirements
• Actively participate in client meetings when required
• Ensure adherence to and enforcement of working processes and policies
• Monitor attendance at the beginning of each shift and report any SLA-impacting absenteeism
• Be available for occasional travel, if required
• Execute additional tasks assigned by the Team Lead, Operations Manager, or Service Delivery Manager
• Performance will be measured against SLA commitments to the customer

• Demonstrated experience in service desk operations (required)
• Proven ability to lead and mentor a team in a fast-paced environment (nice to have)
• Strong problem-solving skills and high attention to detail
• Ability to work independently while collaborating effectively with stakeholders
• Fluent German and English (required)

• Opportunity to be part of a rapidly expanding organization
• Training, continuous learning, and certification opportunities
• A pleasant, inspiring, and multicultural work environment using state-of-the-art technologies
• Modern office building in an easily accessible location
• (10–15 minutes commute from the city center)

Competitive salary and cafeteria benefits, including:

• Free sport allowance near office buildings
• All You Can Move SportPass (discounted price)
• Medical benefits and additional perks

• Reimbursable language courses