Technical Support & Dispatch Team Lead (f/m/x)
About this job
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.