IT Support Team Lead (m/f/d)

Salary: 45.000 - 75.000 per year

Requirements:

• 5+ years of hands-on IT support experience, including at least 2 years in a senior or lead role, with proven team leadership or people management experience
• Bachelors degree in IT or a related field (e.g., Computer Science, Cybersecurity, Information Technology) and good understanding of GDPR in IT operations
• Strong expertise in Microsoft technologies (Microsoft 365, Intune, Teams, Exchange) and endpoint management
• Solid knowledge of networking and security concepts (TCP/IP, VLANs, routing, firewalls, VPNs) and experience in troubleshooting hardware and device issues
• Fluent in German and English, with the ability to provide technical support and documentation in both languages
• Relevant certifications (e.g., Microsoft 365, CompTIA Network+/Security+, Cisco CCNA) are a plus
• Experience with ITSM tools (e.g., Freshservice, Freshdesk) is preferred
• Familiarity with SOC/SIEM tools or incident response processes is an advantage

Responsibilities:

• Lead and mentor a small team of support technicians, including training, performance reviews, and skill development
• Manage support tickets end-to-end, ensuring SLA compliance, prioritization, and proper escalation
• Triage incoming requests and communicate proactively with users, providing timely updates
• Deliver 2nd and 3rd line support for end-user devices (desktops, laptops, printers, mobile devices)
• Troubleshoot Microsoft environments (Microsoft 365, Teams, Exchange, SharePoint) and diagnose as well as resolve complex hardware issues
• Identify and escalate network-related issues (firewalls, switches, VPNs, wireless) to system administrators
• Support IT security incident response and ensure GDPR-compliant data handling and processes
• Maintain documentation and knowledge base, improve ITSM processes (Freshservice/Freshdesk), and collaborate with cross-functional teams while providing bilingual (German/English) user support

Technologies:

• Cisco
• Hardware
• Support
• ITSM
• Microsoft 365
• Mobile
• Network
• Security
• SharePoint
• TCP/IP
• Office 365

More:

We are Life Couriers, a purpose-driven logistics company specialized in healthcare and life science transportation. Our mission is to ensure that critical medical shipments reach their destination safely, reliably, and on time, making a real impact every day. Our work culture combines operational excellence with a strong team culture, short decision-making paths, and a modern IT environment. We offer a flexible working model with home office options, 30 days of annual leave, a flat hierarchy, employee benefits, and a supportive workplace where your ideas and impact truly matter. Our office is partially based in 80939 Munich.

last updated 31 week of 2026