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Open nowPosted 6 days ago

Technical Support & Dispatch Team Lead (f/m/x)

ionity-gmbh11 open roles

Where
Remote Work Germany
Work mode
Remote
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Your applicationOpen nowTechnical Support & Dispatch Team Lead (f/m/x)ionity-gmbh · Remote Work Germany

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Share of postings closed within
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  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 6 days ago

The posting

Your mission

As Team Lead Level 2 Support & Field Dispatch, you will lead the daily operations of the L2 Support and Field Dispatch team and ensure efficient, structured and centralised handling of operational tickets across all markets.

A key focus of the role is to continuously improve the way we work - standardising processes, reducing regional dependencies and manual activities, and using Jira ICSM as the central tool for transparent and efficient ticket management.

With a strong Lean and continuous improvement mindset, you will help build a scalable operation capable of supporting a growing network and increasing technical complexity.

Your responsibilities

  • Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.
  • Own and continuously improve the Jira ICSM ticket handling process, ensuring clear priorities, responsibilities, escalation paths and timely resolution.
  • Drive a centralised, market-independent way of working, reducing regional and individual dependencies.
  • Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers.
  • Identify opportunities for automation, digitalisation and efficiency improvements.
  • Promote Lean principles and actively drive continuous improvement initiatives and workshops.
  • Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions where needed.
  • Ensure effective cooperation between L2, FSEs, service partners and other internal stakeholders.
  • Develop team competencies, promote knowledge sharing and reduce dependency on individual experts.
  • Support the Head of Field Operations with operational performance, risks and improvement initiatives.

Your profile

  • Strong knowledge of IONITY's internal operational processes and current ticket handling setup.
  • Hands-on experience with Jira ICSM and a solid understanding of the existing workflows, ticket structures and operational interfaces.
  • Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment.
  • Structured, analytical and process-oriented way of working.
  • Strong Lean / continuous improvement mindset with the ability to challenge existing ways of working.
  • Ability to identify inefficiencies and turn them into practical and scalable improvements.
  • Strong ownership, prioritization and problem-solving skills.
  • Experience in coordinating or leading people is an advantage.
  • Strong communication and stakeholder-management skills.
  • Good understanding of IONITY's charging infrastructure and Field Operations environment.
  • Fluent English; additional European languages are a plus.
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