IT Support and Monitoring Team Leader

About the role

Miele Tehnica, a subsidiary of Miele & Cie. KG, produces electronic components for Miele appliances such as washing machines, tumble dryers, vacuum cleaners and ovens. It is looking for a Team Leader to lead its IT Support and Monitoring team, reporting to the Head of IT Operations. The role coordinates the Service Desk and Monitoring functions, improves service quality and contributes directly to operational delivery.

Key responsibilities

• Lead the IT Support and Monitoring team through line and matrix management, coordinating daily activities of the Service Desk and Monitoring teams.
• Handle technical recruitment, appraisals, 121 meetings, training needs and individual development plans.
• Monitor support requests, incidents and events to spot trends and recurring issues, and propose initiatives that reduce ticket volume and improve self-service.
• Identify and implement automation for repetitive requests and work with platform and engineering teams to raise the first-level fix rate.
• Improve Service Desk processes and workflows, and maintain dashboards and reports on service performance and ticket volumes.
• Keep the team up to date on new technologies and work with engineering, infrastructure, platform and application teams to resolve complex issues at first contact.
• Support Incident, Major Incident and Problem Management, plan team capacity and schedule, and report operational KPIs to management.
• Maintain the Knowledge Base, standard operating procedures and operational documentation.

Required profile

• Degree in computer science, information technology or a comparable qualification.
• Several years of experience in a leadership or people management role in a corporate environment.
• Proven experience leading teams and supporting managers in performance, engagement and change.
• Strong leadership, coaching, communication and conflict resolution skills, and ability to handle multiple priorities in a fast-paced environment.
• Ability to influence cross-functional stakeholders and interpret operational data.
• Excellent written and spoken English; German is a plus.

Required skills

• Exposure to IT operations and understanding of Service Desk and Monitoring processes.
• Advantageous: experience with ITIL or ticketing platforms such as ServiceNow.