- Leadership and development of the 2nd-level team, as well as active involvement in day-to-day operations, serving as a role model for quality and prioritization
- End-to-end ownership of complex issues, escalations, and structural challenges, including clear prioritization, decision-making, and implementation
- Proactive analysis of ticket patterns, problems, and processes, as well as the identification and sustainable implementation of improvements
- Structuring, documenting, and establishing processes, as well as managing collaboration with the first-level team, product development, and the knowledge base
- Actively shaping the further development of the service desk through the use of AI, including targeted team enablement and managing change processes to further develop existing work methods
- Ensuring SLA compliance, audience-appropriate communication, and a consistent focus on results and impact
Teamlead Service Desk - B2B SaaS (all genders)
Deutschlandweit Mobil (remote), Köln
Full-time
Permanent employee
What you will do
Your profile
- Experienced in 2nd-level support/service desk with a solid understanding of ITSM (incident, problem, change) as well as experience in leadership or technical management
- Decisive, with clear ownership of issues and outcomes, a structured approach to work, and strong prioritization skills
- Operationally confident, able to handle complex issues independently and set an example of quality within the team
- Proactive, solution-oriented, and capable of driving implementation with a clear focus on achieving goals and sustainable results
- Strong communicator, able to tailor your approach to your audience and collaborate effectively, as well as motivated to drive the sustainable development of the Service Desk
- You integrate AI into your daily work to move faster, solve problems smarter, and continuously improve outcomes - because this is core to how we scale and innovate as a company
Why us?
Remote First: Whether you prefer working from home, using co-working spaces across Germany, or being in our modern headquarters in Cologne – we support all working styles.
Well equipped: To make sure you have everything you need in your home office, we provide the appropriate hardware. After your probation period, you’ll also receive a budget for ergonomic home office equipment.
Flexibility: You can organize your working hours flexibly. With a core working time from 9:00 to 12:00, you have plenty of freedom to balance work and personal life. With our Workation Worldwide program, you can work remotely for up to 60 days per year from anywhere within ±4 hours of the German time zone.
Benefits à la carte: With Probonio, you can design your benefits anew every month: Use your budget for meal subsidies, childcare support, vouchers, or book your Urban Sports Club membership – all easily managed via app.
Time Off & Recharge: You benefit from 32 days of paid vacation per year. In addition, Christmas Eve and New Year’s Eve are fully off. With our Culture Day, you can also take a day off that is personally important to you - intentionally and individually.
Company-wide Bonus: Our Shared Success Plan strengthens a shared result orientation by transparently and fairly sharing company success with everyone.
Mobility & sustainability: Through FINN JobAuto, you can lease your own electric vehicle at attractive conditions. You can also benefit from bike leasing.
Team spirit: Our teams meet in person once per tertial for brainstorming, workshops, and of course for our much-loved summer and winter events.
Healthy at work: We support you with Urban Sports Club, life coaching programs, and additional offerings to help you stay fit and stress-free in your daily work.
Dog-Friendly Headquarters: Your four-legged friend is welcome in the office—bring your dog to work!
And more: 20% contribution to your company pension plan, access to our attractive corporate benefits portal, and lots of fun – “Spark joy together” is one of our core company values for a reason.
Well equipped: To make sure you have everything you need in your home office, we provide the appropriate hardware. After your probation period, you’ll also receive a budget for ergonomic home office equipment.
Flexibility: You can organize your working hours flexibly. With a core working time from 9:00 to 12:00, you have plenty of freedom to balance work and personal life. With our Workation Worldwide program, you can work remotely for up to 60 days per year from anywhere within ±4 hours of the German time zone.
Benefits à la carte: With Probonio, you can design your benefits anew every month: Use your budget for meal subsidies, childcare support, vouchers, or book your Urban Sports Club membership – all easily managed via app.
Time Off & Recharge: You benefit from 32 days of paid vacation per year. In addition, Christmas Eve and New Year’s Eve are fully off. With our Culture Day, you can also take a day off that is personally important to you - intentionally and individually.
Company-wide Bonus: Our Shared Success Plan strengthens a shared result orientation by transparently and fairly sharing company success with everyone.
Mobility & sustainability: Through FINN JobAuto, you can lease your own electric vehicle at attractive conditions. You can also benefit from bike leasing.
Team spirit: Our teams meet in person once per tertial for brainstorming, workshops, and of course for our much-loved summer and winter events.
Healthy at work: We support you with Urban Sports Club, life coaching programs, and additional offerings to help you stay fit and stress-free in your daily work.
Dog-Friendly Headquarters: Your four-legged friend is welcome in the office—bring your dog to work!
And more: 20% contribution to your company pension plan, access to our attractive corporate benefits portal, and lots of fun – “Spark joy together” is one of our core company values for a reason.
Employment type
Full-time, 40 hours, permanent
Want to join the team?
We look forward to receiving your application!
At our company, everyone is welcome - regardless of gender, gender identity, disability, ethnic background, nationality, religion, belief, age, or sexual orientation. What matters most is that you’re a great fit for our team.
At our company, everyone is welcome - regardless of gender, gender identity, disability, ethnic background, nationality, religion, belief, age, or sexual orientation. What matters most is that you’re a great fit for our team.
About us
Are you ready to help shape the future of European e-mobility?
Then chargecloud is the right place for you! Since our founding in 2016, we have been supporting companies of all sizes in operating their charging infrastructure. Our strong, diverse team of more than 200 employees makes it possible: a software-as-a-service solution that manages charging points and contract data and bills charging processes – across Europe, automated and infinitely scalable.
Then chargecloud is the right place for you! Since our founding in 2016, we have been supporting companies of all sizes in operating their charging infrastructure. Our strong, diverse team of more than 200 employees makes it possible: a software-as-a-service solution that manages charging points and contract data and bills charging processes – across Europe, automated and infinitely scalable.