M365 Support Team Lead [Microsoft 365 Services] (m/f/d)

As an M365 Support Team Lead, you take functional leadership for our Microsoft 365 support team. With your coordination skills and hands-on mindset, you ensure smooth processes, efficient ticket handling, and excellent service quality. Acting as the key interface between onsite teams and management, you keep everything running seamlessly.

• Lead & Coordinate: You guide the M365 support team (Tier 1–3), set priorities, and foster collaboration.
• Manage Tickets: You oversee ticket handling in TopDesk, ensuring timely and high-quality responses.
• Ensure Quality: You monitor SLAs and KPIs to maintain excellent service standards.
• Handle Escalations: You take ownership of escalations and provide clear, structured reporting.
• Collaborate: You work closely with onsite SMEs and Service Managers to align goals and improve outcomes.
• Share Knowledge: You contribute to documentation, training, and best practice development.

• Experience: Several years in IT support and functional team leadership or coordination
  
• Expertise: Strong knowledge of Microsoft 365 (Teams, Exchange, SharePoint, Entra ID)
  
• Tools: Familiarity with ticketing and monitoring systems (e.g., TopDesk)
  
• Skills: Excellent organizational and communication skills
  
• Language: Fluent in English; good command of German (B2 or higher)

Your Personality

• Responsibility: You take ownership and think in terms of service excellence.
  
• Communication: You inspire and motivate through clear, constructive guidance.
  
• Analysis: You tackle challenges with an analytical, solution-oriented mindset.
  
• Drive: You stay proactive, structured, and open to change in a dynamic environment.

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• Community & team culture:

  Experience events with us that connect and are fun – from relaxed get-togethers to structured team-building sessions. We believe that strong teams grow through shared moments.

• Flexible working & work-life balance:

  Work where and how it suits you: At home, in the office, or on the road at a workation. Our flexible working hours provide you with maximum flexibility while ensuring there's always some overlap with the project's core working hours.

• Health & well-being:

  At x1F, your well-being truly matters. Across our Nearshore locations, we offer a variety of benefits designed to support you – both personally and professionally.

  Curious about what’s available in your country? Reach out to our recruiter anytime – we’re happy to guide you!

• Professional Development:

  We offer German lessons (cost participation) and targeted development programs to support your career growth.