IT Team lead (m/f/d)

At Acrolinx we envision a world connected by amazing content. Our AI-powered content governance software captures and digitizes your style guide to make your writing standards, standard.

Born out of the German Research Center for Artificial Intelligence (DFKI) we’ve been doing content governance decades before it was trendy. Today, governance is a critical part of every enterprise content supply chain. Think of it as a content insurance policy that perfectly balances writer creativity and productivity with the benefits of governance guardrails.

Our customers enjoy massive efficiency gains without sacrificing standards through AI-powered writing assistance, automated reviews and quality gates, and analytics comparing content quality with performance.

Join our team as an IT Team lead, where you'll play a pivotal role in ensuring the smooth operation of our IT infrastructure and services, with a strong focus on customer satisfaction. This position is integral to our mission of providing exceptional IT support and management, leveraging industry best practices and the latest in enterprise management software to serve our internal and external stakeholders.

Key Responsibilities

• Leadership and Strategy : Lead the IT team’s operational and strategic planning, including fostering innovation, planning projects and ensuring our compliance goals are met.
  
  

Customer Service Management: Ensure the IT team provides a high level of customer service, resolving issues efficiently and maintaining a customer-first approach.

Team Leadership and Mentorship: Actively lead, mentor, and develop the IT team, promoting a culture of continuous learning and improvement. You'll be responsible for nurturing talent within the team, providing guidance on career progression, and fostering a supportive and collaborative environment.

Vendor Management: Manage relationships with vendors, including procurement of hardware and software, to ensure that contracts meet the company's needs and compliance standards.

System Administration: Oversee the management of IT infrastructure, with a particular focus on complex SaaS hosted products, ensuring a secure, reliable, and efficient operation of systems. This role requires significant experience in navigating and managing the intricacies of cloud services and the surrounding security challenges.

ITIL Processes: Implement and manage IT services according to ITIL best practices, focusing on continuous improvement of processes and services.

Communication and Stakeholder Management: Cultivate strong communication channels within the organization and with external stakeholders. You'll be responsible for ensuring clear, concise, and effective communication regarding IT initiatives, changes, and challenges. This includes managing expectations, delivering updates, and gathering feedback to align IT services with business needs and objectives.

Security and Compliance : Ensure that IT systems and processes comply with relevant laws, regulations, and security guidelines, protecting company and customer data.

Desired Qualifications

• ITIL: Strong background in ITIL framework, with a focus on service strategy, design, and continuous service improvement (We don’t necessary need a certification)
• Customer Focus: A commitment to delivering excellent customer service, with the ability to empathize with users and prioritize their needs.
• Enterprise Management Software : Mobile device management software such as JumpCloud and other enterprise management tooling such as Apple Business manager and G Suite, demonstrating a capability to manage and deploy devices and applications across a large organization.
• Procurement Expertise: Experience in the procurement of IT hardware and software, including negotiation with vendors and contract management.
• Technical Proficiency: Broad knowledge of IT infrastructure, networking, and cloud computing, with hands-on experience in managing IT projects and teams.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex IT concepts in simple terms to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues before they impact services.
• Project Management: Experience in managing IT projects from inception to completion, ensuring they are delivered on time, within budget, and to the required quality standards.
• Security Awareness: Knowledge of current cybersecurity trends and best practices, including the management of security policies, audits, and incident response.
  
  

Company Culture And Values

• We’re passionate about content. We believe amazing content changes the engagement between a company and its customers — that’s the space you’ll be working in.
• We’re flexible. With a hybrid model of working, you can choose the style that best fits your routine.
• We’re a global team. Your colleagues are from all over the world: Germany, Australia, the U.S., Japan, India, South Korea, Brazil, the U.K., Canada, and more.
• We want you to fulfill your potential. We invest in our employees and have regular feedback cycles.
• We love balance. We care about the mental health of our employees and aim to support them wherever we can.
  
  

Our Company Values Are

• We’re committed to our customers.
• We respect and care about everybody.
• We do what we say we’ll do.
• We’re creators.
• We thrive together.
• We lead with urgency and agility.