First Level Support Lead (All Genders)

About our client:

Our client, based in Munich, is a leading provider of highly secure technologies and products for the long-term digital storage of sensitive data. They specialize in audit-proof storage solutions used in regulated environments such as healthcare, public administration, and industry. With a focus on data security, integrity, and reliability, they combine software and hardware expertise to deliver high-quality solutions. The company culture emphasizes short decision-making processes, high autonomy, team collaboration, and a pragmatic approach to service.

Your Role:

We are looking for a Team Lead -- First Level Customer Support to manage a small, skilled team while remaining technically hands-on. This role combines operational support (40%) with people and process management (60%), empowering the team and ensuring excellent customer service in a specialized technical environment.

Your Responsibilities:

• Lead and coach a four-person First Level Support team
• Actively participate in handling customer tickets, inquiries, and initial analyses
• Ensure high-quality, solution-oriented support for clients
• Serve as technical point of contact for more complex issues
• Remove obstacles, clarify priorities, and foster team autonomy and collaboration
• Analyze and optimize support processes, define clear interfaces with 2nd Level and development teams
• Build and maintain knowledge structures such as a Knowledge Base
• Provide feedback, coaching, and individual development support for team members
• Apply an agile mindset in everyday work, including transparency, retrospectives, and continuous improvement

Your Profile:

• Several years of experience in technical customer or product support
• Hands-on experience in IT, software, infrastructure, or storage environments
• Leadership potential with experience or strong interest in managing a team
• Servant leadership mindset: empathetic, reflective, and responsible
• Excellent communication skills and calm, structured approach even in challenging situations
• Comfortable in medium-sized, pragmatic, non-corporate environments
• Familiarity with ticketing systems (e.g., OTRS) and knowledge bases (e.g., Confluence) is a plus

What They Offer:

• Hybrid work model: minimum 3 days per week on-site in Munich
• Flexible working hours with flextime
• Health & wellness options: Yoga, Pilates, self-defense classes with external trainers
• Retirement benefits with ETF contributions
• Appreciative company culture with team events (Oktoberfest, summer beer garden, office dog)
• Sustainable mobility: JobRad, parking, electric vehicle charging station
• Family-friendly benefits: childcare and birth support allowances
• Permanent contract

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