IT Service Lead (European) Tier 2 (m/w/d)

Job title: IT Service Lead (European) Tier 2 (m/w/d)
Contract type: Permanent
Location: Hamburg
Reference: DE_REC_000377[987]
Contact details: Ezgi Bilke (+49 (0) 151 689 473 95 )
Contact email:
Contact-phone: +49 (0) 211 9425 480
Job published: 17 days ago


An international law firm headquartered in London, United Kingdom is looking for an "IT Service Lead (European) Tier 2 (m/w/d)" for its Hamburg office as soon as possible.  


  • Managing customer issues from point of contact through to resolution. 
  • Taking responsibility for the timely resolution of issues, whether by providing fixes directly, or by ensuring suitable escalation takes place to relevant support teams.  
  • Providing face to face, telephone and/or written communication support to customers and colleagues alike. 
  • Providing local and remote support to our UK and International offices, along with supporting home workers also. 
  • Receiving, evaluating and resolving direct and escalated Incidents (initiated either by a remote medium and/or walk up) in a timely manner, ensuring that incident logs and customers are kept fully up to date at all times. 
  • Full use of Incident logging software (currently ServiceNow), to accurately record and track all activities related to Incident, Problem, Change and Request management. 
  • Technical research, troubleshooting and resolution, for hardware and software related issues. 
  • Involvement in the deployment of local and remote hardware, software and network infrastructure. 
  • Partaking in Continual Service Improvement activities, by proactively and retrospectively identifying service improvement opportunities. 
  • Involvement in project work on an ad-hoc basis, where this roles technical troubleshooting expertise can be leveraged and utilized.
  • Stakeholder management of regional customers and key contacts throughout the business.
  • Be the Lead IT support presence and own the delivery of exceptional IT support services, into your region(s).
  • Supporting the IT department achieve its goals and strategies.
  • Occasional travel to Paris and within Germany to provide visible in person support.


  • A passion and proven track record for delivering exceptional customer service, to customers and colleagues alike.  
  • Be able to converse with people from all levels, within a business setting.
  • Demonstrated ability to work as both an individual and as part of a small close knit team.
  • 2 to 5 years relevant role experience, in a professional IT service support environment
  • Proven diagnostic/troubleshooting skills, in a desk side support type setting.
  • Ability to evidence strong stakeholder management experience.
  • Experience of supporting Windows 10.
  • Experience of supporting Microsoft Office 2013, 2016 and Office 365. 
  • iOS devices and management platforms (e.g. Blackberry UEM) 
  • Proven ability to set-up, install and maintain desktops, laptops, tablets, mobiles and all associated peripherals
  • Candidates who can evidence these additional points also, would be viewed
  • advantageouslMCDST/MCP qualified.
  • ITIL v3 or v4 Foundation accreditation.
  • Experience of Document Management Systems (especially in a legal setting). 
  • Exposure to the legal industry and/or experience of working in an international law firm.
  • Ability to converse (spoken & written) in French and/or German.