How to apply for Technical Support & Dispatch Team Lead (f/m/x)

About IONITY

IONITY builds and operates a high-power charging network for electric vehicles across Europe. The company's focus is making long-distance EV travel practical, which means reliability of the charging network directly affects real drivers. Working here puts you close to the operational side of EV infrastructure growth.

About the role

This role leads the Level 2 Support and Field Dispatch team, owning daily ticket handling across all IONITY markets. You are responsible for making Jira ICSM the central, standardised tool for operational tickets and for removing regional dependencies and manual work. The job is about scaling support operations as the network and its technical complexity grow.

A typical day

A typical day likely starts with reviewing the Jira ICSM backlog, ticket aging and workload, then redistributing priorities across the L2 Support and Field Dispatch team. You would spend time on escalations, process improvements and coordination with regional teams to keep handling centralised and consistent. Note that the job description is cut off, so ask the interviewer how the team is structured and what the daily rhythm looks like.

Who IONITY is looking for

• Has led a technical support or dispatch team, including prioritisation, workload distribution and escalation management.
• Has hands-on ownership of Jira (ideally Jira Service Management or ICSM) as a ticket and workflow system, not just as a user.
• Applies Lean and continuous improvement methods and has run workshops or improvement initiatives that removed manual steps.
• Has worked across multiple markets or regions and can standardise processes that were previously handled locally.
• Comfortable monitoring KPIs such as backlog, ticket aging and workload, and acting on them.

Tips for this application

• Name Jira ICSM or Jira Service Management explicitly in your CV and describe a concrete process you owned or redesigned in it.
• Quantify process improvements: for example, reduced manual handovers, cut ticket aging, or removed regional dependencies, with numbers if you have them.
• Show multi-market or multi-region experience, since the role is explicitly about centralising work across IONITY's markets.
• Mention Lean tools you actually used (value stream mapping, kaizen, standard work) and what changed as a result.
• Address the remote setup in Germany directly, for example your location and ability to work across markets and time zones.

What to cover in your cover letter

Explain how you have centralised a support or dispatch function that was previously split by region. Describe your direct experience owning Jira ICSM or a similar ticketing system, including how you set priorities, responsibilities and escalation paths. Give one example of a Lean or continuous improvement initiative you drove and the measurable result. State why EV charging network operations interest you specifically, referencing IONITY's role in long-distance EV travel.

Research before applying

• IONITY's current network size, country coverage and recent expansion or partnership announcements.
• What Jira ICSM is and how it differs from standard Jira Service Management, so you can speak to it credibly.
• Common failure and support patterns in EV charging operations, such as charger downtime, payment issues and field dispatch to sites.
• IONITY's organisational structure across markets, to understand which regional teams this role would centralise.

Likely interview topics

Based on the job description, expect questions about:

• How you would standardise L2 Support and Field Dispatch across all IONITY markets and reduce regional dependencies.
• Your approach to configuring and governing Jira ICSM: priorities, queues, escalation paths and reporting.
• Which KPIs you track for a support and dispatch team and how you act on backlog or ticket aging problems.
• A concrete Lean or continuous improvement initiative you led, and how you measured its impact.
• How you would identify automation and digitalisation opportunities in a growing, technically complex charging network.

Common mistakes to avoid

• Treating this as a generic support manager role and not addressing ticket systems, dispatch or multi-market standardisation.
• Claiming Lean or continuous improvement experience without a concrete example of a process you changed and the result.
• Ignoring the EV charging context; candidates who show no understanding of network operations or field dispatch look unprepared.