IT Service Lead (Germany), Hamburg or Frankfurt (m/w/d)

We are looking for a dynamic and capable service professional to join our IT team and help deliver exceptional technology services to the internal customer base across our German offices. The successful candidate will play a key role in providing best-in-class IT support to the business, managing the receipt, assessment, and resolution of support requests and escalations from internal stakeholders.

Your tasks

• Manage customer issues from initial contact through to resolution, ensuring accurate records and clear communication.
• Provide technical support via face-to-face, telephone, and written channels.
• Troubleshoot and resolve hardware and software issues using structured technical analysis.
• Use ServiceNow to log, track, and manage incidents, problems, changes, and service requests.
• Support the deployment and maintenance of IT hardware, software, and infrastructure.
• Escalate complex issues when necessary and identify opportunities for service improvement.
• Maintain stakeholder relationships, lead regional IT support, and contribute to IT projects and strategic objectives.

Your profile

• 2–5 years of experience in IT service delivery or desk-side support with a strong customer service focus.
• Strong communication skills with the ability to engage confidently with stakeholders at all levels.
• Proven ability to work independently and collaboratively within a team environment.
• Strong troubleshooting and diagnostic skills supporting Windows 11, Microsoft Office 365, and iOS devices.
• Experience managing IT assets and deploying/maintaining desktops, laptops, tablets, and mobile devices; fluent in English and German (legal sector/DMS experience desirable).

What we offer

Addleshaw Goddard is a place where you are not just valued but encouraged to reach your full potential. Our culture promotes improvement, growth, and collaboration, making us the natural choice for top-tier clients. We celebrate diversity and are committed to creating an inclusive environment for all our employees.

Interested? If this role sounds like your next career step, we'd love to hear from you. Click the Apply button to view the full role profile on our website and start your application!

Salary: 65000 – 75000 EUR / YEAR