Job
- Level
- Senior
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Munich
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will handle service requests via ServiceNow, develop the knowledge base, lead the support team, and coordinate IT projects while generating ITSM reports.
Job Technologies
Your role in the team
- Ensuring a service-oriented communication between IT, business units, and end-users through prioritization, classification, and escalation of incoming service requests via the central ticketing system ServiceNow.
- Processing incidents and service requests at 1st and 2nd level (via ticket, phone, or remote), including monitoring open tickets, adhering to SLAs, and following up on open cases.
- Development, maintenance, and utilization of the knowledge database to improve self-help options and service quality, as well as participation in IT projects, particularly rollouts, standardization, and automation initiatives.
- Technical guidance and coordination of the support team, including task management, deployment planning, and quality control.
- Enhancement of team performance through regular feedback, coaching, and knowledge transfer, as well as support for onboarding new team members and the professional development of employees.
- Creation, analysis, and communication of ITSM key figures and performance reports.
- Continuous process improvement in the IT service environment and participation in internal improvement initiatives.
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Our expectations of you
Education
- Completed vocational training or university degree in the IT field, ideally supplemented by ITIL Foundation or a comparable qualification.
Qualifications
- In-depth knowledge of Microsoft 365, Windows client systems, CITRIX environment, networking technology, and ITSM tools (e.g., ServiceNow).
- Strong customer and service orientation, combined with a high degree of initiative and sense of responsibility.
- Leadership and communication skills, empathy, conflict resolution ability, as well as a structured, solution-oriented mindset.
- Excellent spoken and written German and English skills.
Experience
- Several years of professional experience in IT support (1st/2nd level) and proven experience in team leadership or technical management.
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What we offer
- Diverse career opportunities in a forward-looking and meaningful company.
- A dedicated area of responsibility with room for co-creation.
- Professional onboarding including a dedicated mentor.
- A balanced work-life balance with home office policies, flexible working hours, and a variety of health promotion offerings.
- Attractive employee benefits such as a subsidy for company pension schemes, corporate benefits for employees, and much more.
- Individual training programs offered by Corporate Clariane University Germany and opportunities for personal development.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Job Locations
About Your Employer
Korian Deutschland AG
Als Anbieter von Pflege- und Betreuungsdienstleistungen wollen wir aufbauend auf unserer Expertise in der Altenpflege ein starker und verlässlicher Partner für ältere Menschen sein.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Healthcare, Social Sector
Senior IT Support
- Location
- Munich
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
