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 opp