Team Lead Managed Services (m/f/d)

Start: immediately | Employment Type: Full-time, permanent

thinkRED sees itself as an IT partner for authorities, municipalities, and educational institutions in Germany. Through large hardware and service framework agreements, the experts support public sector clients with comprehensive and individual consulting, from infrastructure conception to hardware implementation, to professionally established, long-term support, as well as in media-pedagogical and technical user training.

Working at thinkRED: Become part of our dedicated team and shape visions! We have made it our mission to make digitalization holistic, future-proof, and reliable. With great passion, we are committed to our clients and to each other as a team.

Responsibilities

To strengthen and strategically manage our on-site support team at a client's location, we are looking for an experienced leader as Team Lead Managed Services (m/f/d).

• People-oriented leadership: You will take on disciplinary and professional responsibility for a motivated support team (approx. 10+ employees in 1st & 2nd Level) and foster a appreciative, solution-oriented working atmosphere.
• Deployment & Resource Planning: You will proactively manage shift and cover plans for remote and on-site deployments to ensure seamless coverage of our client services.
• Operational Service Management: You will monitor and manage support deployments within the framework of ITIL 4 standards, always keeping an eye on cost-effectiveness, budgets, and contractually agreed support hours.
• Customer Management & Escalation Point: You will be the first point of contact for our clients in all operational matters, conduct regular service reviews, and confidently resolve critical situations.
• Quality & Development: You will promote the targeted further training and certification of your team and conscientiously manage external service providers and their time records.

Qualifications

• System House Experience: At least 5 years of solid professional experience in IT support / Managed Services within an IT system house.
• Demonstrable Leadership Skills: Experience in the disciplinary or intensive professional leadership of teams (10+ people) with a cooperative, supportive leadership style ('at eye level').
• Methodological Competence: Solid, practically tested knowledge of ITIL 4 processes (certification strictly required).
• Technical Understanding: Deep know-how regarding client infrastructures in the areas of networks, Windows infrastructures (permissions, updates), and Mobile Device Management (MDM). Basic knowledge in IT rollout is a plus.
• Strong Communication Skills: Excellent German (at least C1/C2 or native speaker) for professional communication with clients and employees.
• Personality: High organizational talent, resilience in escalation situations, and a business-oriented mindset.

Benefits

• Exciting Projects: Help shape the digitalization of schools, authorities, and municipalities up close.
• Work-Life Balance: Hybrid work model (remote & in-office) with regular working hours and no standard on-call duty.
• Job Security: Permanent employment in a stable and steadily growing IT company.
• Freedom to Act: High degree of personal responsibility in shaping processes and leading your team.
• Individual Development: Tailored further training opportunities and certifications (e.g., in the Microsoft or MDM environment).
• Flat Hierarchies: Short decision-making paths and a genuine 'team spirit'.
• Benefits: Company car, home office, bike leasing options for you and your family, training opportunities at partner fitness studios, free lunch on Healthy Wednesday at the Mainz and Bad Soden locations.

Ready for the next level in Endpoint Management?

We look forward to receiving your detailed application documents, stating your earliest possible start date and your salary expectations.