Technical Support Engineer – Team Lead (m/f/d)

Website BestSecret

In case of problems and incident of the internal logistics applications, you are the first point of contact after the first level support and forward the tickets to the experts, if necessary
You support the development team in troubleshooting and software rollouts
You analyze existing support processes, identify optimization potential, and contribute to improvements together with the QA Managers
In dealing with internal logistics applications, you carry out quality control during operation and develop and conduct trainings
You develop and conduct software quality audits and systematically document them
Providing leadership and facilitating open communication between Support Specialists within the group and other departments within BestSecret
Acting as a mentor and being partner with the rest of the team to solve challenging cases

Bachelor’s or master’s degree or global equivalent in Computer Science or related field, work experience demonstrating management skills and a high level of technical aptitude
Experience in first or second level support and knowledge of the Microsoft technology stack
Growth mindset with a proven record of delivering action plans to improve efficiency and quality
Positive presence, creative thinker, and strong knowledge in interacting with all involved in a support capacity
Solid team building skills and previous experience leading technical teams
You ideally already have practical experience with logistics or fulfillment processes and knowledge of ISO9000 quality management, ITIL v3/v4 and ITSM as well as ServiceNow
Excellent communication skills both written and verbal in German and English