Team Lead Technical Support (x/f/m)

Responsibilities

• ▹Take responsibility for the effectiveness and efficiency of the organisational structure and processes in Technical Support, including through continuous evaluation of performance and processes
• ▹Team leadership: professional and disciplinary leadership as well as development of Technical Services employees
• ▹Reporting & controlling: keep the key figures in view and use them to develop the technical service strategically
• ▹Quality management: analyse support requests and derive targeted measures to improve customer satisfaction
• ▹Work with various AI tools to develop effective and efficient problem solutions and anchor lasting knowledge in the team
• ▹Promote proactive knowledge transfer to internal teams to prevent technical challenges and continuously increase service quality

Requirements

• ▹Proven leadership experience in technical support and comprehensive experience in team management
• ▹Experience in change management and in dealing with various IT systems
• ▹Customer-oriented mindset and strong communication skills, for both technical experts and non-technical people
• ▹Very good German (at least C1) and English (at least C1)
• ▹Ability to collaborate across departments
• ▹Degree in computer science, engineering or a related field - or comparable professional experience

Nice to have

• ▹Knowledge and experience in e-health and with PVS/EHR/PMS or similar applications
• ▹Experience with agile methods
• ▹Experience in conflict management and negotiation

Soft skills

What we offer

• ▹Doctolib-sponsored Deutschlandticket when working from the office or in hybrid mode
• ▹Company health insurance with great additional benefits
• ▹28 days of holiday + 1 extra day for each full calendar year of employment (max. 30 days)
• ▹Possibility to work from abroad up to 10 days per year
• ▹Company pension scheme (bAV) with a 40% employer contribution (15% during the probation period)
• ▹Doctolib Parent Care programme including one extra month of parental leave and more
• ▹Free mental-health and coaching sessions via an external partner
• ▹Meal vouchers in addition to healthy snacks and a regular breakfast buffet
• ▹Subsidised sports offer with the partner Urban Sports Club
• ▹For caregivers and employees with disabilities: more flexible working hours, extra medical leave and psychological support
• ▹AI in everyday work: you work daily with state-of-the-art AI systems and directly influence how they evolve

About the company

Doctolib's Technical Services works at the interface between the Doctolib platform and customers in the German healthcare-IT landscape, aiming to give customers the best possible Doctolib experience.