IT Team Lead (m/w/d) Help Desk - Western Europe

ALS; Altenberge; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

30 days vacation

Flexible working hours

On-site fitness programs

Company pension

Capital-forming benefits

Job bike leasing

Employee discounts

Job summary

ALS is seeking a Team Lead Helpdesk to align IT services with business needs across Germany and France. You will manage local IT operations, end-user support, asset management, and office moves, reporting to the EMEA IT Manager.

You will drive stakeholder engagement, budget oversight, and vendor coordination within Western Europe, ensuring governance and service excellence while promoting cross-functional collaboration with IT, security, and enterprise architecture teams.

Qualifications

• Bachelor’s degree in IT, business admin, or a related field.
• 2+ years in IT operations and location-level IT service delivery.
• Knowledge of ITIL and service-management frameworks.
• Experience translating business needs into IT solutions.
• Experience in budget management, cost control, and vendor coordination.
• Certifications such as ITIL, BRMP, PMP/PRINCE2, ISO/IEC 20000 preferred.

Responsibilities

• Manage Western Europe IT operations, including L3 end-user support and office services.
• Serve as business relationship manager with Western Europe stakeholders.
• Oversee asset management, procurement, and device lifecycle.
• Monitor budgets, costs, and coordinate vendors with SLAs.
• Governance, compliance, risk management, and audit support.
• Lead local IT support teams and collaborate with regional/global functions.

Skills

IT service management

Stakeholder engagement

Budget management

Vendor coordination

ITIL

BRMP

PMP/PRINCE2

ISO/IEC 20000

German language

English language

Travel willingness

Education

Bachelor’s degree in Information Technology or related field

Job description

ALS is a global leader in testing, providing comprehensive testing solutions to clients in a wide range of industries around the world. Using state-of-the-art technologies and innovative methodologies, our dedicated international teams deliver the highest-quality testing services and personalised solutions supported by local expertise. The ALS mission is helping our clients leverage the power of data-driven insights for a safer and healthier world.

About The Role

The Team Lead Helpdesk (mainly for Germany and France) acts as the strategic interface between IT and business units, ensuring IT services are aligned with business needs while overseeing operational excellence within Western Europe. This role combines stakeholder engagement with hands-on operational responsibilities, including location specific desktop support, asset management, and coordination of IT services for office buildings and changes. The position has a line reporting responsibility to the EMEA IT Manager.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Experience in IT operations, business relationship management, and location-level IT service delivery (2+ years)
• Strong knowledge of IT service management frameworks, including ITIL and infrastructure support models
• Proven capability in stakeholder engagement, demand management, and translation of business requirements into IT solutions
• Experience in IT budget management, cost control, and vendor coordination
• Certifications such as ITIL, BRMP, PMP/PRINCE2, ISO/IEC 20000, or comparable credentials (preferred)
• Strong competencies in strategic thinking, relationship building, problem solving, and cross-functional communication
• Fluency in German and English for daily collaboration in both teams
• Willingness to travel to the french site as required (approx. once every quarter)

Responsibitities

• Business relationship management with Western Europe stakeholders, including translation of business needs into IT service requirements and demand planning
• Responsibility for local IT operations, including L3 end-user support, conference room and printer services, office build/move/change activities, and hands-on infrastructure support
• Management of IT assets and end-user computing devices, including inventory control, lifecycle management, procurement, and deployment
• Oversight of local IT budgets, cost optimisation activities, and coordination of vendors and service providers with SLA monitoring
• Governance, compliance, and risk management, including adherence to global standards, audit support, documentation, and reporting
• Leadership of local IT support teams, including mentoring, coordination with regional and global IT functions, and promotion of service excellence
• Cross-functional collaboration with infrastructure, enterprise architecture, application management, cybersecurity, and project management teams

What we offer

• Time to Recharge: 30 days of vacation, flexible working hours,
• Smooth Start & Growth: Structured onboarding and personalized development opportunities
• Health & Fitness: Company fitness programs (Hansefit + EGYM Wellpass), corporate health management
• Security & Support: Company pension plan, capital-forming benefits
• Exclusive Perks: Job bike leasing, access to employee discount platforms