IT Team Lead Service and Support (m/f/d)

About OSI

OSI Europe is a leading company in the food industry, specializing in the production of high-quality food products. With several production sites in Europe and a global distribution network, we offer first-class solutions for customers worldwide.

Our IT Infrastructure Team searches an IT Team Lead Service and Support (m/f/d) responsible for Poland, Hungary, Spain and Ukraine located in our European Headquarter in Gersthofen.

What your job includes

• Lead and continuously improve the European IT Service & Support organization (1st Level) across all entities
• Act as the Single Point of Contact for all end-user IT requests across Europe
• Ensure efficient handling, resolution, and escalation of incidents and service requests related to workplace IT, telephony, mobile devices, and office equipment
• Build, lead, and develop a customer-focused and collaborative Service & Support team
• Design and operate a shift and coverage model aligned with business service hours
• Define, monitor, and report on service KPIs in line with global standards and SLAs
• Drive continuous improvement of IT service management processes, tools, CMDB, and asset management
• Manage centralized IT asset procurement for Europe including lifecycle, warranty, and spare-part management
• Collaborate closely with global Service & Support Team Leads to align practices and work toward a harmonized service model

What we expect from you

• A bachelor’s degree in Computer Science, Information Technology, or a comparable qualification
• Several years of experience in IT Service & Support or IT Infrastructure, including experience in a Team Lead or Service Lead role
• Strong understanding of IT service and support operations, processes, and tools
• Experience with ITSM frameworks (e.g. ITIL) and common helpdesk/ ticketing systems
• Hands-on technical knowledge of Windows desktop and laptop environments
• Solid experience with Microsoft 365 and common office productivity tools
• Basic network troubleshooting skills including LAN, Wi-Fi, and VPN
• Knowledge of telephony systems, mobile devices, and mobile device management
• Excellent communication and problem-solving skills
• Strong service-oriented mindset with the ability to collaborate effectively with multiple stakeholders across different regions and cultures
• Fluency English skills, additional languages are a plus

What we offer you

We are a company with flat hierarchies, value-based corporate culture and a pronounced customer orientation in a special market. We know that the commitment of our employees is the basis of our success. We therefore support you by quickly giving you responsibility and developing you according to your talents.

Other benefits:

• Attractive salary package including vacation and special annual pay
• Company pension scheme
• 30 vacation days per calendar year
• Special vacation days
• Flexible Working time in hybrid working model
• Work in a modern and future-oriented working environment
• Experienced management, friendly international colleagues and respectful cooperation
• Good public transport connections and free parking on site
• Job Bike
• Bike lovers will find shower facilities, as well as changing rooms and lockers
• Possibility for screening by company doctor
• Fantastic canteen

• Michael Lupbrand
• HR Manager