Team Lead, IT Service Desk (all genders)

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

Responsibilities

The Team Lead, IT Service Desk will lead a team of up to 15 support professionals at TeamViewer, ensuring efficient resolution of technical issues and providing exceptional service to internal users. This role focuses on managing daily operations, improving service delivery, and acting as a key escalation point for the team.

• Lead, mentor, and manage a team of IT service desk professionals, fostering a positive and productive work environment
• Conduct regular performance evaluations, provide constructive feedback, and develop team members’ skills and career
• Oversee daily operations of the IT service desk, ensuring timely and effective resolution of technical issues and service requests
• Act as a point of escalation for complex or high-priority issues, ensuring swift resolution and minimal disruption to business operations
• Identify opportunities to enhance service desk processes and procedures, ensuring alignment with IT best practices
• Collaborate with internal departments, provide regular performance updates, and maintain clear user communication
• Manage IT tools and systems, support system upgrades, and optimize ticketing processes

Requirements

• A university degree in Computer Science, a completed apprenticeship as an IT specialist for system integration, or similar experience in IT operations
• Prior experience as an IT Second Level Support Engineer, IT Service Manager, or Senior Infrastructure Administrator with at least 2 years in a leadership or management role
• Very good and up-to-date knowledge of IT workplace predominantly consisting of Microsoft products (e.g. Windows 10, Active Directory, Software Distribution via Intune, MacOS)
• Knowledge of Freshservice ITSM and AD Manager is a plus
• Excellent problem-solving and troubleshooting skills
• Strong communication and interpersonal skills with the ability to engage with users and stakeholders at all levels
• Strong leadership and people management skills with a focus on team development and performance
• Fluency in English is mandatory, and German proficiency is a plus

What we offer

• Onsite Onboarding in our HQ office for an optimal start
• Great compensation and benefits packages including company achievement bonus or sales bonus, company stocks and regular salary reviews
• Premiums for the private pension plan (BAV) up to the maximum amount are topped up by TeamViewer
• Public transport friendly offices
• Option to lease an e-bike (Germany only)
• Special terms for local gyms
• Access to Corporate Benefits platform with many discounts
• Regular Team events and company-wide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• Hybrid and Flexible work time with up to 50% home office
• Work From Abroad Program allowing up to 40 days of work outside your contracting country
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.