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