Technical Support – Dispatch Team Lead

This is a fully remote position, open to applicants in Germany.

📋 Description

• Lead and oversee daily Level 2 Support and Field Dispatch operations, focusing on prioritization and distribution of workload.

• Take ownership of and continuously enhance the Jira ICSM ticket management process.

• Ensure clear delineation of priorities, responsibilities, escalation pathways, and prompt issue resolution.

• Foster a centralized, market-independent operational approach.

• Standardize and optimize processes across various regions while eliminating unnecessary manual tasks and transitions.

• Identify areas for automation, digitalization, and efficiency enhancement.

• Advocate for Lean principles and spearhead continuous improvement initiatives and workshops.

• Monitor operational KPIs, manage ticket backlogs, analyze aging and workload, and implement corrective measures as needed.

• Facilitate effective collaboration between Level 2 Support, Field Service Engineers, service partners, and internal stakeholders.

• Enhance team capabilities, encourage knowledge sharing, and reduce reliance on individual experts.

• Assist the Head of Field Operations in achieving operational performance goals, managing risks, and driving improvement initiatives.

⛳️ Requirements

• Comprehensive understanding of IONITY's internal operational processes and the current ticket handling framework.

• Practical experience with Jira ICSM and a solid grasp of existing workflows, ticket structures, and operational interfaces.

• Background in Level 2 Support, Field Dispatch, technical operations, or a similar operational setting.

• A structured, analytical, and process-driven approach to work.

• Strong Lean and continuous improvement mindset with the capability to challenge the status quo.

• Ability to pinpoint inefficiencies and translate them into actionable and scalable enhancements.

• Demonstrated ownership, prioritization, and problem-solving abilities.

• Experience in coordinating or leading teams is advantageous.

• Excellent communication and stakeholder management skills.

• Solid understanding of IONITY's charging infrastructure and the Field Operations landscape.

• Proficiency in English; knowledge of additional European languages is a benefit.

🏝️ Benefits

• Permanent employment status.

• Remote working opportunity within Germany.