Head of Technical Service Management (f/m/d) Support 2nd level (24/7)

Job Description

IONOS is seeking a Head of Technical Service Management to lead their 2nd level support team in Berlin. The ideal candidate will manage a team of operations engineers and technicians, ensuring timely and effective support for customers and smooth platform operations. This role requires a strong technical background, excellent leadership, and communication skills.

Role Involves:

• Leading and managing a multi-disciplined team of Operations engineers and technicians.
• Overseeing the investigation, diagnosis, and resolution of complex customer issues.
• Monitoring key platform metrics and managing technical incidents.
• Developing and implementing processes to improve operational efficiency.
• Ensuring timely and effective communication with customers.
• Developing and tracking key performance indicators (KPIs).
• Providing technical guidance and expertise to the team.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• At least 5 years of experience in a technical support or operations role.
• Minimum of 2 years in a leadership or management position.
• Strong technical skills, including experience with Linux, Kubernetes, and Public Cloud Services.
• Excellent leadership and communication skills.
• Strong problem-solving and analytical skills.
• Experience with IT service management frameworks, such as ITIL.
• ITIL Foundation certification or equivalent.
• Fluency in English and German (C1+ level).

IONOS offers:

• Hybrid working model.
• Flexible working hours.
• Modern office space with good transport connections.
• Employee events and workshops.
• Training and development opportunities.
• Health offers, such as sports and health courses.