IT Support Team Lead

We are looking for an experienced Team Leader to manage and coordinate IT Service Management operations within a complex enterprise environment for our client - a leading European automotive company operating at scale, where IT directly supports critical production processes.

This is a high-impact role, ideal for a professional who combines strong leadership capabilities with solid technical understanding and a structured approach to service delivery, and is motivated to work in a dynamic, large-scale enterprise environment with real business impact.

Key Responsibilities

• Lead and manage a team of L1 - L2 technical support engineers, ensuring high-quality service delivery and adherence to SLAs
• Oversee Incident, Problem and Change Management processes in alignment with ITIL best practices
• Act as the primary Incident Commander during Major Incidents (P1), ensuring effective coordination between customer stakeholders and Tier 3 engineering teams
• Monitor ticket queues, track aging tickets, and ensure timely resolution of incidents
• Analyze recurring issues, perform root cause analysis (RCA), and drive continuous service improvement initiatives
• Prepare and present performance reports (KPIs, SLAs) to customer stakeholders
• Manage escalations and maintain strong communication with enterprise-level clients

Requirements

• 5+ years of experience in IT Service Management, IT Operations, or Enterprise Helpdesk environments
• 2+ years in a leadership or supervisory role managing technical support teams
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Hands-on experience managing SLAs, KPIs, and operational reporting
• Solid understanding of enterprise IT architecture, including:
• Office Automation and Active Directory
• Business-critical systems such as SAP, MES, PLM/CAD
• Experience working in or supporting manufacturing, automotive, or heavy enterprise environments is highly preferred
• Proven experience in Major Incident Management (MIM) and crisis coordination

Certifications

• ITIL v4 Foundation (mandatory)

Soft Skills

• Excellent stakeholder communication and escalation management skills
• Strong analytical mindset with the ability to identify patterns and improve processes
• Ability to work in high-pressure environments and make decisions during critical incidents
• Leadership mindset with a focus on team performance and service excellence

Why Join

• Opportunity to work in a high-impact, enterprise-scale environment
• Exposure to critical production systems and complex IT landscapes
• Leadership role with direct influence on service quality and customer satisfaction
• Collaborative and professional team environment