Manager IT Support & Manufacturing (m/f/d)
Hands-on manager leading end-user IT support across both office and manufacturing/shop-floor environments at a rocket company. Acts as L2/3 escalation point, runs the service desk and device lifecycle, and supports Windows, macOS, Linux, Active Directory/Entra ID, and OT hardware like IPCs, scanners, and printers.
- Compensation
- Not disclosed
- Location
- Parsdorf, Bavaria, Germany
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Advanced proficiency with Windows 10/11, Linux desktop environments (Debian/Ubuntu/RHEL), and mobile OS (iOS/Android)
- Deep troubleshooting knowledge of desktop/laptop hardware, docking stations, industrial PCs, barcode scanners, thermal printers, and office AV setup
- Hands-on experience with ITSM/Helpdesk ticketing systems, remote support tools (e.g., TeamViewer, AnyDesk), and Endpoint Management (e.g., Intune)
- Practical experience with Active Directory, Entra ID, and user permission management
- Ability to understand and execute existing PowerShell, Bash, or Python scripts used for client onboarding and endpoint administration
- 3–5+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, or Technical Customer Service, with experience acting as a team lead, senior support engineer, or manager
- Experience supporting users in a hybrid environment (office staff + manufacturing, warehousing, or operational plant floor personnel)
- Exceptional communication, patience, and customer-service mindset with strong problem-solving skills under time constraints
Full description
Mission Brief
We are seeking a hands-on Manager IT Support & Manufacturing to lead and oversee end-user technical support operations across both our administrative (IT) and operational/plant floor (OT) environments. In this role, you will act as a hands-on Technical Lead and Service Manager, ensuring fast, reliable, and high-quality technical assistance for office staff, facility personnel, and shop-floor operators.
This is a hands-on lead position designed for a senior support specialist or helpdesk lead who excels at troubleshooting end-user hardware, OS environments, peripherals, and software tools while carrying a manager-level title. You will be responsible for end-user satisfaction, ticket queue management, device lifecycle provisioning, and acting as the top escalation point for user-facing technical issues.
Your Role in Our Space Mission:
End-User Support Leadership & Operations
- Hands-on Technical Leadership: Act as the primary escalation point (Level 2/3) for complex end-user support tickets, troubleshooting hardware, operating systems, applications, and peripherals.
- Service Desk Management: Oversee support ticket queues, SLA performance, service desk workflows, and issue prioritization across corporate offices and operational/plant areas.
- User Onboarding & Lifecycle: Manage hardware provisioning, asset intake, user profile setups, workstation deployments, and device offboarding.
- Vendor Coordination: Work with hardware OEMs, printer/peripheral vendors, and external service providers to resolve end-user equipment repairs and replacements.
Office IT User Support
- Desktop & Device Support: Provide comprehensive support for Windows, macOS, and Linux (Debian/Ubuntu) desktop workstations, laptops, mobile devices, and office printers.
- Productivity & SaaS Tools: Help users navigate and resolve issues within core business applications (Microsoft 365, local software, client tools, and videoconferencing systems).
- Identity & Access Requests: Manage user access creation, password resets, role assignments, and group permissions in Active Directory / Entra ID.
Shop-Floor & OT Support
- Industrial & Field End-User Devices: Provide hands-on support for shop-floor workstations, ruggedized laptops, industrial PCs (IPCs), touch panels/HMIs, barcode scanners, and label printers.
- Field-Level Troubleshooting: Assist operational staff and machine operators with local software installation, client application connectivity, terminal software, and physical interface cables.