Engineering Manager
German-speaking Technical Lead overseeing complex endpoint and workplace technology issues, guiding the Service Desk team, and optimizing modern IT environments with device management, cloud solutions, endpoint security, and collaboration tools while maintaining SLA and KPI compliance.
What success looks like in this role:
As a German-speaking Technical Lead (L3 Service Desk) , you will act as the senior escalation point for complex endpoint and workplace technology issues, while providing technical guidance to the Service Desk team.
You will support and optimize modern IT environments, including device management, cloud solutions, endpoint security, and collaboration tools, while ensuring high-quality service delivery. Working closely with stakeholders and service providers, you will drive continuous improvement and consistently meet SLAs and KPIs.
Your responsibilities include:
Ensuring compliance with Service Level Agreements with our IT service providers.
Proactively reducing and resolving technical incidents in restaurants through 3rd level incident management.
Analyzing incidents and reports to identify opportunities for improvement.
Collaborating with our service providers to continuously improve our products and processes, actively contributing to the implementation of our strategy.
Working closely with our franchisees and internal stakeholders to provide optimal support to our restaurants.
Identifying problems, risks, or conflicts and ensuring efficient troubleshooting.
Defining success criteria for identified gates and determining how project success should be measured.
Providing comprehensive status updates tailored to different purposes and stakeholder needs.
You will be successful in this role if you have:
A completed degree with a technical focus, such as (business) informatics, or a comparable qualification
At least 3 years of professional or project experience in Service Desk 3rd Level Support
A successful ITIL certification or equivalent qualification
Ability to work successfully in a dynamic environment and drive projects in an organized and disciplined manner
Strong communication skills, as well as an analytical and strategic approach to work
Team player with a high process orientation and the ability to collaborate effectively with various stakeholders
Ability to stay calm during troubleshooting, find innovative solutions, think critically, and escalate issues when necessary
A conscientious, independent working style and strong commitment
Excellent German and English skills, both written and spoken
Required technical skills:
Experience in Windows Operating System environments (Server/Client), including virtualization solutions (e.g. HyperV)
Understanding of multi-layer network infrastructure (e.g. VLAN management, Cisco Meraki)
Knowledge of database administration (e.g. SQL)
Scripting experience (e.g. PowerShell)
Familiarity with monitoring solutions and proactive alerting systems
Experience with cloud infrastructure (e.g. Google Edge, AWS, Azure)
Posted June 20, 2026