Teamlead Service Desk - B2B SaaS (all genders)

What you will do:
• Leadership and development of the 2nd-level team, as well as active involvement in day-to-day operations, serving as a role model for quality and prioritization
• End-to-end ownership of complex issues, escalations, and structural challenges, including clear prioritization, decision-making, and implementation
• Proactive analysis of ticket patterns, problems, and processes, as well as the identification and sustainable implementation of improvements
• Structuring, documenting, and establishing processes, as well as managing collaboration with the first-level team, product development, and the knowledge base
• Actively shaping the further development of the service desk through the use of AI, including targeted team enablement and managing change processes to further develop existing work methods
• Ensuring SLA compliance, audience-appropriate communication, and a consistent focus on results and impact

Your profile:
• Experienced in 2nd-level support/service desk with a solid understanding of ITSM (incident, problem, change) as well as experience in leadership or technical management
• Decisive, with clear ownership of issues and outcomes, a structured approach to work, and strong prioritization skills
• Operationally confident, able to handle complex issues independently and set an example of quality within the team
• Proactive, solution-oriented, and capable of driving implementation with a clear focus on achieving goals and sustainable results
• Strong communicator, able to tailor your approach to your audience and collaborate effectively, as well as motivated to drive the sustainable development of the Service Desk
• You integrate AI into your daily work to move faster, solve problems smarter, and continuously improve outcomes - because this is core to how we scale and innovate as a company

Why us?:
Remote First: Whether you prefer working from home, using co-working spaces across Germany, or being in our modern headquarters in Cologne – we support all working styles. 
Well equipped: To make sure you have everything you need in your home office, we provide the appropriate hardware. After your probation period, you’ll also receive a budget for ergonomic home office equipment. 
Flexibility: You can organize your working hours flexibly. With a core working time from 9:00 to 12:00, you have plenty of freedom to balance work and personal life. With our Workation Worldwide program, you can work remotely for up to 60 days per year from anywhere within ±4 hours of the German time zone. 
Benefits à la carte: With Probonio, you can design your benefits anew every month: Use your budget for meal subsidies, childcare support, vouchers, or book your Urban Sports Club membership – all easily managed via app.
Time Off & Recharge: You benefit from 32 days of paid vacation per year. In addition, Christmas Eve and New Year’s Eve are fully off. With our Culture Day, you can also take a day off that is personally important to you - intentionally and individually.
Company-wide Bonus: Our Shared Success Plan strengthens a shared result orientation by transparently and fairly sharing company success with everyone.
Mobility & sustainability: Through FINN JobAuto, you can lease your own electric vehicle at attractive conditions. You can also benefit from bike leasing. 
Team spirit: Our teams meet in person once per tertial for brainstorming, workshops, and of course for our much-loved summer and winter events. 
Healthy at work: We support you with Urban Sports Club, life coaching programs, and additional offerings to help you stay fit and stress-free in your daily work. 
Dog-Friendly Headquarters: Your four-legged friend is welcome in the office—bring your dog to work!
And more: 20% contribution to your company pension plan, access to our attractive corporate benefits portal, and lots of fun – “Spark joy together” is one of our core company values for a reason.

Employment type:
Full-time, 40 hours, permanent

Want to join the team?:
We look forward to receiving your application! 
At our company, everyone is welcome - regardless of gender, gender identity, disability, ethnic background, nationality, religion, belief, age, or sexual orientation. What matters most is that you’re a great fit for our team.