Disciplinary management: responsibility for the day-to-day management of the IT Service Desk (User Help Desk), including staff planning, training, staff development, feedback interviews and performance evaluation.
QA: ensuring that the service desk meets customer requirements: ensuring that response times are optimized and customer satisfaction remains high; regular KPIs monitoring and reporting.
Optimization of processes / service management: controlling and optimizing of IT support processes, including continuous improvement of service desk support.
Incident management: ensuring that incidents are resolved quickly and effectively; ensuring good communication with users; coordinating communication between the first and second level support teams, managing escalations.
Service Request Management: responsibility for the efficient processing of service requests, the aim is to continuously optimize processes in order to reduce throughput times and increase customer satisfaction.
requirements-expected :
Minimum 2 years of hands-on experience in a leadership role, you should have experience in the disciplinary management of teams, especially in the IT environment (ServiceDesk/User Help Desk).
Excellent communication skills, you should be able to communicate well with various stakeholders - from customers to help desk staff and the infrastructure team.
Strong technical understanding of service desk operations and infrastructure; hands-on experience with service management software and tools, such as Jira Service Management.
Fluent German (B2/C1) verbal and written communication.
offered :
An agile environment with exciting customer projects.
Work in an innovative, international team (close cooperation with headquarter in Germany).
Private medical care and life insurance.
Broad access to professional trainings.
Multisport card.
Language courses.
Number of benefits for families.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
