IT Service Lead

Helsing·Remote(Germany)
Other

WFA Digital Insight

As remote work continues to rise, companies like Helsing are seeking skilled IT professionals to lead the charge in digital transformation. With demand for tech talent growing 25% in the past year, experts with proficiency in Jira Service Management and hands-on experience with AI agents are in high demand. Helsing, a defence AI company, stands out for its innovative approach to IT support, making this role an exciting opportunity for those who thrive in dynamic environments. Before applying, candidates should be aware of the need for strong leadership skills, a data-driven mindset, and the ability to manage complex support operations.

Job Description

About the Role

The IT Service Lead at Helsing is a pivotal role that encompasses the day-to-day delivery, performance, and experience of IT support across European offices. This position is critical in ensuring that all IT operations run smoothly, efficiently, and securely, supporting the company's mission in the defence AI sector. The IT Service Lead will be responsible for overseeing a team of IT support professionals, managing rotas, and designing clear escalation processes to handle any IT-related issues that may arise.

Given the nature of Helsing's work, the IT Service Lead will need to have a deep understanding of IT support as a data-driven function. This includes not only managing and analyzing data related to IT performance but also using this data to improve service delivery and user experience. The role involves working closely with various teams within the organization to ensure that IT support aligns with the company's overall objectives and strategic plans.

The ideal candidate will have a strong background in IT support, with a proven track record of successfully managing IT support teams and operations. Experience with Jira Service Management is essential, as is hands-on experience with deploying AI agents, chatbots, or automation tools to enhance IT support capabilities.

What You Will Do

  • Lead and manage the IT support team to ensure high-quality service delivery across all European offices.
  • Develop and implement IT support strategies that align with the company's goals and objectives.
  • Oversee the day-to-day operations of the IT support function, including managing rotas for on-call, triage, and on-site responsibilities.
  • Design and operate clear escalation processes for IT-related issues, ensuring timely and effective resolution.
  • Collaborate with other departments to ensure that IT support is integrated into the company's overall operations.
  • Analyze data and metrics related to IT support performance to identify areas for improvement and implement changes as needed.
  • Manage the deployment of AI agents, chatbots, or automation tools to enhance IT support capabilities.
  • Develop and maintain documentation of IT support processes and procedures.
  • Ensure compliance with all relevant IT policies, procedures, and regulatory requirements.

What We Are Looking For

  • 5+ years of experience in IT support, with a focus on managing and leading IT support teams.
  • 2+ years of experience in a leadership or management role within an IT support environment.
  • Strong proficiency with Jira Service Management and experience with its application in IT support.
  • Proven track record of running IT support as a data-driven function, with experience in data analysis and performance metrics.
  • Hands-on experience deploying AI agents, chatbots, or automation tools in IT support.
  • Experience in managing rotas across on-call, triage, and on-site responsibilities.
  • Strong understanding of IT service management principles and best practices.
  • Excellent leadership and team management skills, with the ability to motivate and guide IT support teams.

Nice to Have

  • Experience working in a defence or related industry.
  • Familiarity with ITIL (Information Technology Infrastructure Library) framework.
  • Knowledge of cloud computing platforms and their integration with IT support.
  • Experience with project management tools and methodologies.
  • Certification in IT service management or a related field.

Benefits and Perks

  • Competitive salary.
  • VSOP options as part of the compensation package.
  • Relocation support, including up to €2,500 and 4 weeks of temporary accommodation.
  • Learning and development opportunities, with a yearly allowance of €500/£450.
  • Health and wellness benefits, including gym membership and mental health support through Nilo.health.
  • Social benefits, such as regular company events and a monthly social allowance.
  • Enhanced parental leave, with 22 weeks fully paid for primary caregivers and 6 weeks for secondary caregivers.
  • Family support, including 5 days of paid family emergency leave and 100% remote work option during pregnancy and phased return to work.

How to Stand Out

  • Ensure your resume and cover letter highlight your experience with Jira Service Management and data-driven IT support approaches.
  • Prepare to discuss specific examples of times when you improved IT support operations through data analysis and process changes.
  • Familiarize yourself with Helsing's work in defence AI to show your interest and understanding of the company's mission and challenges.
  • Be prepared to talk about your experience with AI agents, chatbots, or automation tools in IT support, including any successes or lessons learned.
  • Research the company culture and values to understand how your own goals and work style align with Helsing's environment.
  • Consider preparing questions to ask the interviewer about the team, the role, and the company's approach to IT support and innovation.

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