Technical Support & Dispatch Team Lead (f/m/x)
At IONITY · Remote Work Germany
- Customer support
- Full-time
- Lead
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Where you can work from
Open to Germany
“Remote Work Germany”
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- Posted
- 28 September 2026
- First seen by us
- 4 November 2026
- Last checked
- 10 hours ago
Job description
From IONITY’s job post, as they wrote it.
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.
Read the full description
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.
Technical Support & Dispatch Team Lead (f/m/x)IONITY
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