Technical Support & Dispatch Team Lead (f/m/x)

your mission

As Team Lead Level 2 Support & Field Dispatch, you will lead the daily operations of the L2 Support and Field Dispatch team and ensure efficient, structured and centralised handling of operational tickets across all markets.

A key focus of the role is to continuously improve the way we work - standardising processes, reducing regional dependencies and manual activities, and using Jira ICSM as the central tool for transparent and efficient ticket management.

With a strong Lean and continuous improvement mindset, you will help build a scalable operation capable of supporting a growing network and increasing technical complexity.

Your responsibilities

• Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.
• Own and continuously improve the Jira ICSM ticket handling process, ensuring clear priorities, responsibilities, escalation paths and timely resolution.
• Drive a centralised, market-independent way of working, reducing regional and individual dependencies.
• Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers.
• Identify opportunities for automation, digitalisation and efficiency improvements.
• Promote Lean principles and actively drive continuous improvement initiatives and workshops.
• Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions where needed.
• Ensure effective cooperation between L2, FSEs, service partners and other internal stakeholders.
• Develop team competencies, promote knowledge sharing and reduce dependency on individual experts.
• Support the Head of Field Operations with operational performance, risks and improvement initiatives.

your profile

• Strong knowledge of IONITY's internal operational processes and current ticket handling setup.
• Hands-on experience with Jira ICSM and a solid understanding of the existing workflows, ticket structures and operational interfaces.
• Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment.
• Structured, analytical and process-oriented way of working.
• Strong Lean / continuous improvement mindset with the ability to challenge existing ways of working.
• Ability to identify inefficiencies and turn them into practical and scalable improvements.
• Strong ownership, prioritization and problem-solving skills.
• Experience in coordinating or leading people is an advantage.
• Strong communication and stakeholder-management skills.
• Good understanding of IONITY's charging infrastructure and Field Operations environment.
• Fluent English; additional European languages are a plus.

Originally posted on Himalayas