Application Guide

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

at IONITY

About IONITY

IONITY is Europe's leading high-power charging network for electric vehicles, backed by major automakers like BMW, Ford, Mercedes-Benz, and Volkswagen. The company is on a mission to make long-distance EV travel seamless and sustainable, operating thousands of chargers across 24 countries. Working here means shaping the future of e-mobility at scale, with a direct impact on reducing carbon emissions from road transport.

About This Role

As Team Lead for Level 2 Support & Field Dispatch, you'll own the daily operations of a critical technical support and dispatch team, ensuring that charging station issues are resolved quickly across all European markets. You'll drive process standardisation, reduce regional dependencies, and leverage Jira ICSM to create a transparent, scalable ticket management system. This role is pivotal in keeping IONITY's network reliable and is central to the company's growth and customer satisfaction.

A Day in the Life

Your day starts with a stand-up to review overnight tickets and prioritise critical field dispatches across markets. You'll spend time in Jira ICSM analysing trends, adjusting workflows, and coaching team members on best practices. Later, you might lead a workshop to standardise a process, coordinate with regional managers on escalations, and report on KPIs to senior leadership—all while keeping the network running smoothly.

Who IONITY Is Looking For

  • Proven experience leading a technical support or field dispatch team, ideally in EV charging, telecom, or another high-availability infrastructure environment.
  • Deep hands-on expertise with Jira Service Management (ICSM) or similar ITSM tools, including configuring workflows, SLAs, and reporting.
  • Strong Lean/continuous improvement mindset with a track record of standardising processes and eliminating manual work across multiple regions.
  • Excellent stakeholder management skills, able to coordinate across markets and balance urgent operational needs with long-term scalability.

Tips for Applying to IONITY

  1. 1

    Highlight specific examples of how you've used Jira (or similar) to centralise ticket handling and reduce resolution times—quantify the impact if possible.

  2. 2

    Emphasise any experience you have in EV charging, energy, or field service operations, as domain knowledge will set you apart.

  3. 3

    Show your Lean mindset by describing a process you streamlined: what was manual before, what you changed, and the measurable outcome.

  4. 4

    Demonstrate familiarity with IONITY's pan-European footprint—mention how you've managed multi-market or multi-language support teams.

  5. 5

    Tailor your CV and cover letter to reflect the exact responsibilities: daily coordination, process standardisation, and reducing regional dependencies.

What to Emphasize in Your Cover Letter

['Your leadership approach in managing a distributed technical support and dispatch team, with concrete examples of improving efficiency.', "How you've used Jira ICSM (or similar) to create transparency, clear escalation paths, and faster resolution times.", 'Your experience in standardising processes across regions and eliminating manual handovers, ideally in a scaling environment.', "Your passion for e-mobility and alignment with IONITY's mission to make long-distance EV travel effortless."]

Generate Cover Letter →

Research Before Applying

To stand out, make sure you've researched:

  • Study IONITY's network: number of chargers, countries covered, and recent expansion plans to understand the scale of operations you'd support.
  • Learn about common technical issues in EV charging (e.g., connector faults, payment terminal errors, communication failures) to speak credibly about L2 support challenges.
  • Familiarise yourself with Jira Service Management (ICSM) features, especially automation, SLAs, and reporting, as this is the central tool for the role.
  • Research IONITY's partners and investors (BMW, Ford, Mercedes, VW, etc.) and their strategic goals in e-mobility to align your answers with business context.

Prepare for These Interview Topics

Based on this role, you may be asked about:

  1. 1 How would you structure the daily prioritisation and workload distribution for L2 Support and Field Dispatch across multiple European markets?
  2. 2 Can you walk us through a time you redesigned a ticket management process in Jira to improve SLAs and reduce manual work?
  3. 3 What Lean tools or methodologies have you applied to standardise support operations, and what results did you achieve?
  4. 4 How would you handle resistance from regional teams when moving to a centralised, market-independent way of working?
  5. 5 What metrics would you track to ensure the L2 Support and Field Dispatch team is scalable and efficient as IONITY's network grows?
Practice Interview Questions →

Common Mistakes to Avoid

  • Focusing only on technical troubleshooting without demonstrating leadership and process improvement skills—this is a team lead role, not an individual contributor.
  • Ignoring the pan-European aspect: candidates who don't address multi-market coordination or cultural nuances may seem unprepared.
  • Being vague about Jira experience: since Jira ICSM is explicitly mentioned, failing to provide concrete examples of its use is a major weakness.

Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

  1. 1

    Application Review

    1-2 weeks

  2. 2

    Initial Screening

    Phone call or written assessment

  3. 3

    Interviews

    1-2 rounds, usually virtual

  4. ✓

    Offer

    Congratulations!