German-speaking Technical Lead

What success looks like in this role:

As a German-speaking Technical Lead (L3 Service Desk), you will act as the senior escalation point for complex endpoint and workplace technology issues, while providing technical guidance to the Service Desk team.

You will support and optimize modern IT environments, including device management, cloud solutions, endpoint security, and collaboration tools, while ensuring high-quality service delivery. Working closely with stakeholders and service providers, you will drive continuous improvement and consistently meet SLAs and KPIs.

Your responsibilities include:

• Ensuring compliance with Service Level Agreements with our IT service providers.

• Proactively reducing and resolving technical incidents in restaurants through 3rd level incident management.

• Analyzing incidents and reports to identify opportunities for improvement.

• Collaborating with our service providers to continuously improve our products and processes, actively contributing to the implementation of our strategy.

• Working closely with our franchisees and internal stakeholders to provide optimal support to our restaurants.

• Identifying problems, risks, or conflicts and ensuring efficient troubleshooting.

• Defining success criteria for identified gates and determining how project success should be measured.

• Providing comprehensive status updates tailored to different purposes and stakeholder needs.

You will be successful in this role if you have:

• A completed degree with a technical focus, such as (business) informatics, or a comparable qualification

• At least 3 years of professional or project experience in Service Desk 3rd Level Support

• A successful ITIL certification or equivalent qualification

• Ability to work successfully in a dynamic environment and drive projects in an organized and disciplined manner

• Strong communication skills, as well as an analytical and strategic approach to work

• Team player with a high process orientation and the ability to collaborate effectively with various stakeholders

• Ability to stay calm during troubleshooting, find innovative solutions, think critically, and escalate issues when necessary

• A conscientious, independent working style and strong commitment

• Excellent German and English skills, both written and spoken

Required technical skills:

• Experience in Windows Operating System environments (Server/Client), including virtualization solutions (e.g. HyperV)

• Understanding of multi-layer network infrastructure (e.g. VLAN management, Cisco Meraki)

• Knowledge of database administration (e.g. SQL)

• Scripting experience (e.g. PowerShell)

• Familiarity with monitoring solutions and proactive alerting systems

• Experience with cloud infrastructure (e.g. Google Edge, AWS, Azure)

Additional qualifications (a plus):

• Basic understanding of application development (iOS / Android)

• Experience with containerization technologies (e.g. Docker)

• Familiarity with GIT repositories

• Knowledge of CI/CD pipelines

• Ability to perform automated test routines

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.