Team Lead, End User Support

Company Description

We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.

Job Description

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.

We’re passionate about technology, service quality, and people. We deeply care about our teams and believe in building strong, supportive leadership structures. If you’re 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