Team Lead, Managed Services

thinkRED

. Disciplinary and functional responsibility for a support team of approximately 10+ employees across 1st- and 2nd-level support .

Posted 10/25/2026full-timeBad Soden am Taunus • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a support team while ensuring adherence to ITIL 4 standards and maintaining customer satisfaction. Possesses in-depth knowledge of IT infrastructures and excels in organizational and communication skills.

Highest-signal resume keywords

ITIL 4 CertificationTeam LeadershipCustomer Infrastructure KnowledgeOrganizational SkillsGerman Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL 4 ProcessesCustomer Infrastructure ManagementWindows EnvironmentsMobile Device ManagementIT Rollouts

Soft Skills

Collaborative LeadershipResilience in Escalation SituationsOpen CommunicationSupportive Leadership StyleBusiness Acumen

Certifications & Qualifications

ITIL 4 Certification

Industry Keywords

IT SupportManaged ServicesIT Systems IntegratorIT Service Provider

About the role

Key responsibilities & impact

Disciplinary and functional responsibility for a support team of approximately 10+ employees across 1st- and 2nd-level support
Fostering a respectful, collaborative, and solution-oriented working environment
Coordinating duty rosters and cover schedules for remote and on-site assignments
Ensuring seamless coverage of customer services
Monitoring and managing support operations in accordance with ITIL 4 standards
Monitoring and managing profitability, budgets, and contractually agreed support hours
Serving as the primary point of contact for customers on operational matters
Conducting regular service reviews
Resolving critical situations and escalations
Promoting the team’s professional development and certification
Managing external service providers and reviewing their timesheets

Requirements

What you’ll need

At least 5 years of solid professional experience in an IT support or managed services environment within an IT systems integrator or IT service provider
Experience with disciplinary or intensive functional leadership of teams of 10 or more people
Collaborative, supportive leadership style based on mutual respect and open communication
Strong, proven practical knowledge of ITIL 4 processes
ITIL 4 certification is mandatory
In-depth knowledge of customer infrastructures, including networks, Windows environments (permissions and updates), and Mobile Device Management (MDM)
Basic knowledge of IT rollouts is a plus
Excellent German language skills (at least C1/C2 level or native speaker)
Excellent organizational skills
Ability to remain resilient in escalation situations
Strong business acumen
Meaningful application documents, including the earliest possible start date and salary expectations

Benefits

Comp & perks

Hybrid working model (remote and on-site) with regular working hours and no standard on-call duty
Permanent employment contract
High degree of autonomy in designing processes and leading the team
Tailored training and certification opportunities, for example in the Microsoft or MDM fields
Flat hierarchies and short decision-making processes
Company car
Work-from-home options
Bike leasing offers for you and your family
Fitness opportunities at partner gyms
Free lunch on Healthy Wednesday at the Mainz and Bad Soden locations
Exciting digitalization projects for schools, public authorities, and municipalities