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Technical Support & Dispatch Team Lead (f/m/x)

IONITY

Role overview

Qualifications

  • Strong knowledge of IONITY's internal operational processes and current ticket handling setup
  • Hands-on experience with Jira ICSM
  • Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment
  • Structured, analytical and process-oriented way of working

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
  • Drive a centralised, market-independent way of working
  • Identify opportunities for automation, digitalisation and efficiency improvements

Key facts

Hard skills

Other skills

  • Analytical Skills
  • Problem Solving
  • Communication
  • Team Leadership
  • Prioritization

About the company

IONITY logo

IONITY

EV Charging Infrastructure

IONITY makes long distance travel with electric vehicles the new normal. The company builds and operates a High Power Charging (HPC) network along Europe's highways, using state-of-the-art technology with a charging capacity of up to 350 kW. By doing so drivers of current and future generations of electric vehicles — using the leading European charging standard CCS (Combined Charging System) — benefit from maximum charging speeds while taking a break on their journey. Every IONITY charging station consists of an average of four charging points. As a commitment to sustainability, all IONITY chargers deliver 100% renewable energy for both emission-free and carbon neutral driving. IONITY is a joint venture of the car manufacturers BMW Group, Ford Motor Company, Hyundai Motor Group, Mercedes Benz AG and Volkswagen Group with Audi and Porsche, along with BlackRocks Climate Infrastructure Platform as financial investor. More than 200 employees are shaping the future of e-Mobility at IONITY. The company is headquartered in Munich with an additional offices in Dortmund, Germany and Oslo, Norway. IONITY is an internationally registered trademark.

Company details

Company typeScaleup
IndustryEV Charging Infrastructure
Company size51 - 200

Links

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Job description

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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