Job
- Level
- Experienced
- Location
- Munich
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
- Salary
- 56.962 to 89.012€ gross/year
Job Summary
In this role, you are responsible for ITSM processes, coordinate the IT support team, and develop ITSM tools to optimize support processes and improve user experience.
Job Technologies
Your role in the team
- You assume the professional and operational responsibility for the ITSM processes at ZITiS by taking on the roles of Incident, Service Request, and Problem Manager.
- You ensure comprehensive documentation of support requests and their resolution.
- You support the further development and optimization of ITSM tools to improve support processes and enhance user-friendliness.
- You coordinate the IT support team in handling incidents throughout all process steps.
- You conduct internal and external training sessions on the ITSM processes you are responsible for, based on demand.
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Our expectations of you
Education
- Completed university degree (Bachelor/Diploma FH or at a state vocational academy recognized as equivalent) in Computer Science, Information Technology, Business Informatics, or a comparable scientific or technical field with at least three years of practical experience, or other employees (m/f/d) who perform relevant activities based on equivalent skills and their experience.
Qualifications
- In-depth knowledge of IT Service Management (e.g., ITIL), demonstrated through certification.
- Very good German and good English skills in speaking and writing (good = B2, very good = C1).
Experience
- At least 3 years of experience in Incident, Service Request, and Problem Management.
- Experience in developing and maintaining operational, support, and process documentation.
- Experience with ITSM tools (e.g., Jira Service Management, ServiceNow).
- At least 3 years of experience in managing Service Desk and Support Teams.
- Experience in escalation and stakeholder management.
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What we offer
- Tariff employment in pay group E 12 TVöD Bund (depending on professional experience approximately €56,962 to €89,012 gross annually for full-time employment).
- ZITiS allowance of up to 2,400 euros gross annually for full-time employment.
- Specialist allowance of up to 12,000 euros gross annually, for an initial period of five years, subject to meeting the requirements.
- Annual special payment in EG 12 TVöD Bund amounting to 90% of the gross monthly total remuneration, subject to meeting the conditions.
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Topics You Will Work On
Job Locations
About Your Employer
ZITiS - Zentrale Stelle für Informationstechnik im Sicherheitsbereich
ZITiS is the Central Office for Information Technology in the Security Sector and a federal authority under the Federal Ministry of the Interior and Community. The authority supports federal agencies with security tasks and develops methods in digital forensics and telecommunications surveillance.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Public Service, Unions
IT Support Manager
- Salary
- 56.962 to 89.012€ gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.35.998 to 52.738 € net/year · Tax class I
- Location
- Munich
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
