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

OSI International; Gersthofen; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Vacation pay and annual bonus

Pension scheme

30 days vacation + special leave

Job summary

OSI Europe, headquartered in Gersthofen, seeks an IT Team Lead Service & Support to lead a six-person team across Germany and the Netherlands. You will drive incident resolution, KPI tracking, and collaboration with global IT to align standards.

The role requires ITIL knowledge, Windows/M365 proficiency, and fluent English. A strong leadership mindset and customer focus are essential for success in this hybrid role.

Qualifications

• Degree in Computer Science, IT or related field or vocational IT training.
• 5+ years in IT Service & Support or IT Infrastructure with leadership experience.
• Experience coordinating international IT support teams, ideally in manufacturing/FMCG.
• Strong knowledge of ITSM processes and ITIL, plus ticketing systems.
• Hands-on knowledge of Windows, Microsoft 365, networks, VPN, telephony, and MDM.

Responsibilities

• Lead and improve the European IT Service & Support organization across Germany and the Netherlands.
• Manage, coach and develop a team of six IT Service & Support specialists.
• Ensure efficient resolution and escalation of IT incidents and service requests.
• Act as central contact between end users, IT teams and external providers.
• Monitor KPIs and SLAs; drive continuous process improvements.
• Oversee IT asset procurement, lifecycle and inventory management across Europe.
• Coordinate service coverage and align with global IT standards.
• Support operational IT infrastructure tasks with Central IT.

Skills

Team leadership

IT service management

ITIL framework

Windows & M365

Networking & VPN

Communication

Problem solving

Education

Bachelor's degree in IT or related field

Tools

Ticketing systems

Job description

OSI in Brief

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

For our European Headquarters in Gersthofen, we are looking for an IT Team Lead Service & Support (m/f/d).

What your job includes

• Lead and continuously improve the European IT Service & Support organization across Germany and the Netherlands
• Manage, coach and develop a team of six IT Service & Support specialists
• Ensure efficient resolution and escalation of IT incidents and service requests
• Act as the central point of contact between end users, IT teams and external service providers
• Monitor service KPIs and SLAs and drive continuous process improvements
• Oversee IT asset procurement, lifecycle and inventory management across Europe
• Coordinate service coverage and ensure alignment with global IT standards
• Support operational IT infrastructure tasks in collaboration with Central IT

What we expect from you

• Degree in Computer Science, Information Technology or a related field, or completed vocational training in IT system integration
• At least five years of experience in IT Service & Support or IT Infrastructure, including team or service leadership
• Experience coordinating international IT support teams, ideally in a manufacturing or FMCG environment
• Strong knowledge of ITSM processes, ITIL frameworks and ticketing systems
• Hands-on technical knowledge of Windows, Microsoft 365, networks, VPN, telephony and mobile device management
• Strong leadership, communication and problem-solving skills with a customer-focused mindset
• Structured, pragmatic and hands-on approach, combined with flexibility and resilience
• Fluent English; additional languages and ITIL certifications are an advantage

What We Offer

We are a company with flat hierarchies, a value-oriented corporate culture, and a strong customer focus in a specialized market. We know that the commitment of our employees is the foundation of our success. Therefore, we support you by quickly giving you responsibility and developing you according to your talents.
Additional Benefits:

• Attractive salary package with vacation pay and annual bonus
• Company pension scheme
• 30 days of annual vacation plus special leave days
• Flexible working hours and hybrid model with home office options
• Work in a modern and future-oriented environment
• Experienced management, friendly international colleagues, and a respectful working atmosphere
• Good public transport connections and free on-site parking
• Job Bike
• For cycling enthusiasts: shower facilities, changing rooms, and lockers
• Opportunity for preventive medical check-ups by the company doctor
• Fantastic cafeteria