IT Support and Monitoring Team Leader

Miele
Romania
Workplace: HybridFull timeFunction: IT Support & HelpdeskSkills: ["Leadership","Coaching","Communication","Conflict resolution","Analytical thinking"]

Lead the IT Support and Monitoring team in a player-manager role, coordinating Service Desk and monitoring activities to deliver stable, high-quality support. Own line and matrix management, performance reporting, capacity planning, and process improvements to increase first-level fix rates and reduce ticket volumes. Drive automation, maintain knowledge base and documentation, and support incident/problem management while partnering with engineering, infrastructure, platform, and application teams to improve shift-left resolution.

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FursaFursa
Miele
Miele
9 hours ago

IT Support and Monitoring Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead the IT Support and Monitoring team in a player-manager role, coordinating Service Desk and monitoring activities to deliver stable, high-quality support. Own line and matrix management, performance reporting, capacity planning, and process improvements to increase first-level fix rates and reduce ticket volumes. Drive automation, maintain knowledge base and documentation, and support incident/problem management while partnering with engineering, infrastructure, platform, and application teams to improve shift-left resolution.
Location: Romania
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Manager level

Key Responsibilities

  • •Lead the IT Support and Monitoring team through line and matrix management, coordinating collaboration across Service Desk and Monitoring.
  • •Coordinate daily Service Desk and Monitoring activities to ensure stable, high-quality service delivery and meet success criteria.
  • •Manage team performance and workload, including training needs, appraisals, 1:1 meetings, corrective actions, and professional development support.
  • •Reactively monitor support requests, incidents, and events to identify trends and recurring issues, and lead initiatives to reduce ticket volumes.
  • •Continuously improve Service Desk processes and documentation, maintain operational dashboards and KPIs, and support Incident/Major Incident/Problem Management coordination.

Key Requirements

  • •Completed studies in computer science, information technology, or a comparable qualification.
  • •Several years of experience in a leadership or people management role in a corporate environment.
  • •Proven experience leading teams and supporting managers in driving performance, engagement, and organizational change.
  • •Strong leadership, coaching, communication, and conflict-resolution skills.
  • •Experience with IT Service Management frameworks (e.g., ITIL) or ticketing platforms (e.g., ServiceNow) is an advantage.
Experience:IT operationsIT service management
Education:
Skills:LeadershipCoachingCommunicationConflict resolutionAnalytical thinking
Languages:EnglishGerman
Tech Stack:ITILServiceNowDashboardsIncident managementProblem managementKnowledge baseTicketing platforms

Company Brief

Miele
Manufacturer of premium domestic and commercial appliances including washers, dryers, dishwashers, ovens, and vacuum cleaners, known for engineering quality, longevity, and innovative household technologies.
Industry: Home Appliances
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Bootstrapped
Headquarters: Gütersloh, Germany
Founded: 1899
WebsiteLinkedIn