Team Lead, End User Support

ABOUT US:

Join our division at Sportradar where we enable our global teams through reliable high-quality IT services and end-user support. Our mission is to deliver seamless technology experiences that empower employees to perform at their best. Imagine working in an international fast-paced environment supporting modern cloud platforms enterprise systems and diverse user needs across multiple regions all while maintaining an agile mindset and a strong commitment to service excellence.

Were passionate about technology service quality and people. We deeply care about our teams and believe in building strong supportive leadership structures. If youre ready for the challenge join us in growing innovating and developing world-class End User Support services.

The End User Support team represents a core pillar in enabling business operations by delivering reliable IT services maintaining workplace technologies and supporting employees across multiple locations. We operate in a collaborative service-driven environment focusing on operational excellence continuous improvement and user satisfaction. Our approach is built on best practices structured processes (ITIL) and strong cross-functional collaboration to ensure high-quality service delivery.

THE CHALLENGE:

As a Team Lead End User Support at Sportradar you will be responsible for leading developing and scaling a high-performing support organization that delivers consistent high-quality service to end users across multiple regions. You will manage a distributed team of support engineers ensuring operational excellence performance management and continuous improvement across all support functions.

From an operational standpoint our environment includes cloud platforms enterprise applications modern workplace technologies and standardized IT service management processes. You will work closely with global IT teams local stakeholders and business units to ensure alignment with company standards processes and strategic goals.

As a leadership team we continuously strive to improve service quality efficiency and user experience. We focus on structured processes clear ownership strong communication and proactive problem-solving. We believe in empowering our people fostering collaboration and building a culture of accountability and growth.
If you are passionate about people leadership service excellence and building scalable support operations this role offers a great opportunity to make a meaningful impact. We firmly believe that people matter and are committed to fostering a collaborative and inclusive environment where our teams can grow and succeed together.

If you think you would be a good fit for our team we would love to hear from you.

Key Responsibilities:

• Lead and grow a distributed End User Support team across multiple locations and regions

• Ensure consistent delivery of high-quality end-user support services

• Monitor performance metrics and KPIs driving continuous improvement and operational excellence

• Develop team members through coaching feedback and structured development plans

• Manage daily operations incident handling and escalation processes

• Collaborate cross-functionally with global IT teams and business stakeholders

• Oversee local IT support activities including hardware/software installation asset management and documentation

• Ensure alignment with ITIL processes company standards and best practices

• Foster a positive safe and collaborative team culture

• Drive process improvements and service optimization initiatives

ABOUT YOU:

• Strong leadership and people-management skills with experience leading support teams

• 5 years of experience in customer support functions within the IT industry

• Proven experience managing performance service delivery and operational processes

• Strong communication and stakeholder management skills

• Experience working in enterprise IT environments

• Proficiency with modern workplace platforms and enterprise tools (e.g. Microsoft Azure Office 365 Exchange)

• Familiarity with ITIL processes and structured IT service management

• Experience working with cloud infrastructure and enterprise systems

• Strong organizational and documentation skills

• Proactive service-oriented mindset with a focus on continuous improvement

• Willingness to travel across Europe (2040%)

You might be a good fit if you:

• Enjoy leading and developing people

• Are passionate about service excellence and user experience

• Take ownership and proactively drive improvements

• Thrive in cross-functional and international environments

• Are comfortable balancing strategic leadership with hands-on operational support

• Enjoy building structure processes and scalable support models

• Adapt quickly to new technologies and changing business needs

OUR OFFER:

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe Asia and US). 
• Ability to shape your own workday and career via a clearly defined professional and personal development plan.
• Opportunity to work with senior leadership develop yourself and build your career within an inspiring and fast-growing company and digital sports environment.
• A vibrant and inclusive community including Women in Tech and Pride groups which welcome all participants.
• A company culture that promotes social aspects sports physical exercise and fun. 
• Innovative and cross-team challenges like ShipIt office sports tournaments in Darts and Table Tennis and unique beer brewing competitions. 
• Competitive salary and benefits (e.g. retirement pension and insurance plan) 
• Sportradar takes over the full costs of 365.- for the Öffi-Ticket (Jahreskarte) for you.
• Hybrid work model.

Additional Information :

The minimum monthly salary for this position is according to the Collective Bargaining Agreement. Overpayment will be considered depending on qualifications and working experience.

At Sportradar we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs facilities and employment opportunities. All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) we believe skills evolve over time. If youre willing to learn and grow with us we invite you to join our team!

Remote Work :

No

Employment Type :

Full-time