About this role
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. <br><br>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. <br><br>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. <br><br><strong>Your responsibilities </strong><br><ul><li><span><span>Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.</span></span></li><li><span><span>Own and continuously improve the </span></span><span><span>Jira ICSM ticket handling process</span></span><span><span>, ensuring clear priorities, responsibilities, escalation paths and timely resolution.</span></span></li><li><span><span>Drive a </span></span><span><span>centralised, market-independent way of working</span></span><span><span>, reducing regional and individual dependencies.</span></span></li><li><span><span>Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers.</span></span></li><li><span><span>Identify opportunities for </span></span><span><span>automation, </span><span>digitalisation</span><span> and efficiency improvements</span></span><span><span>.</span></span></li><li><span><span>Promote Lean principles and actively drive continuous improvement initiatives and workshops.</span></span></li><li><span><span>Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions where needed.</span></span></li><li><span><span>Ensure effective cooperation between L2, FSEs, service </span><span>partners</span><span> and other internal stakeholders.</span></span></li><li><span><span>Develop team competencies, promote knowledge </span><span>sharing</span><span> and reduce dependency on individual experts.</span></span></li><li><span><span>Support the Head of Field Operations with operational performance, </span><span>risks</span><span> and improvement initiatives.</span></span></li></ul> Your profile <ul><li><span><span>Strong knowledge of IONITY's internal operational processes and current ticket handling setup.</span></span></li><li><span><span>Hands-on experience with Jira ICSM and a solid understanding of the existing workflows, ticket structures and operational interfaces.</span></span></li><li><span><span>Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment.</span></span></li><li><span><span>Structured, </span><span>analytical</span><span> and process-oriented way of working.</span></span></li><li><span><span>Strong </span></span><span><span>Lean / continuous improvement mindset</span></span><span><span> with the ability to challenge existing ways of working.</span></span></li><li><span><span>Ability to identify inefficiencies and turn them into practical and scalable improvements.</span></span></li><li><span><span>Strong ownership, </span><span>prioritization</span><span> and problem-solving skills.</span></span></li><li><span><span>Experience in coordinating or leading people is an advantage.</span></span></li><li><span><span>Strong communication and </span><span>stakeholder-management</span><span> skills.</span></span></li><li><span><span>Good understanding of IONITY's charging infrastructure and Field Operations environment.</span></span></li><li><span><span>Fluent English; additional European languages are a plus.</span></span></li></ul>