Your impact:

• Daily management of the 1st Level Support / Dispatcher team
• Conducting performance evaluations and implementing individual development plans
• Monthly one-on-one meetings
• Planning work schedules
• Supporting the professional development of team members
• Creating a motivating work environment
• Organizing regular team meetings

Operational Support:
• Close cooperation with the Service Manager
• Participation in customer meetings
• Support in resolving more complex incidents

Stakeholder Communication:

• Active communication with clients
• Collaboration with internal IT and business departments, as well as management

Service Quality Assurance and KPI monitoring:

• Monitoring compliance with SLA requirements
• Analyzing performance indicators (e.g., response time, resolution rate, customer satisfaction)
• Defining and implementing improvement measures

Project Management:

• Participation in or leading of smaller and larger IT projects (e.g., system implementations, new tool deployment, migrations)

Escalation Management:

• Handling escalations from clients or internal teams
• Providing quick and effective solutions

Knowledge Management:

• Maintaining an internal knowledge base and documentation
• Sharing best practices within the team

Requirements:

• At least 2 years of relevant experience in a team leader position
• Excellent German and English language skills (minimum C1 level)
• Professional experience in escalation and stakeholder management
• Personal strengths: reliability, high level of customer orientation

Advantage:

• Experience in leading a 24/7 shift team
• Level 1 / Level 2 support background and technical knowledge
• Knowledge of Italian

Benefits:

• 100% travel expense reimbursement
• Private health insurance with an extended dental package
• Life1 Fitness membership (monthly)
• Company phone
• SZÉP card / Benefit Card
• Extra vacation days
• Opportunity to work from home
• Internal training and quarterly leadership workshops at our Vienna office
• Team-building programs and various company events