Job
- Level
- Lead
- Job Field
- IT, Support, Project
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Oberhausen
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you lead an IT Service Desk team, plan shifts, ensure service quality, and optimize processes while acting as a point of contact for internal and external stakeholders.
Job Technologies
Your role in the team
- Technical and disciplinary leadership of a dedicated IT Service Desk team (e.g., shift planning, team organization, employee discussions) with approximately 50 employees.
- Ensuring smooth operation of the Service Desk services and compliance with specific targets (SLAs, KPIs, and quality) for an existing client in the retail industry.
- Technical contact person for the team.
- Collaboration with the internal departments of q.beyond, external service providers, and contacts on the client side.
- Continuous development and optimization of the Service Desk services and implementation of measures to improve service quality.
- Responsibility for the accuracy and completeness of our knowledge database.
- Responsibility for creating and analyzing reports.
- Support for sales and service delivery management in the further development of our service offerings for the customer (including participation in proposal presentations, due diligence phases, contract negotiations).
- Participation in q.beyond's internal management on-call duty.
- Coordination of inquiries, complaints, and escalations.
- Ensuring compliance with quality standards.
- Coordination of employee development to meet the changing market demands in IT.
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Our expectations of you
Education
- Successfully completed university degree or a comparable qualification in the IT field.
Qualifications
- Solid knowledge of IT service management according to ITIL® v4 as well as in the management of SLAs and KPIs.
- Strong leadership, communication, and organizational skills.
- Structured, autonomous, and solution-oriented way of working.
- Willingness to participate in management on-call duty.
- C1 proficiency in German, B2 proficiency in English.
Experience
- Several years of experience leading larger, ideally decentralized IT Service Desk or Support teams.
- Experience in customer management as well as in dealing with contacts at management level.
- Experience in escalation management as well as in the continuous optimization of service processes.
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What we offer
- Flexible mix of working hours and location (40% home office) for a harmonious work-life integration.
- 30 days of vacation, special leave days, and a sabbatical account for restful breaks and relaxation.
- Private accident insurance, supplementary health insurance, extended sick pay, and company pension scheme.
- Focus on your mental health with the Fürstenberg Institute.
- Own JobRad, virtual physiotherapy, various company run events.
- Numerous certification courses available via Udemy, LinkedIn Learning, and SAP Learning Hub.
- Our internal academy, company-wide monthly learning days, development dialogues, and a leadership development program.
- Baby welcome package and €1,000 bonus upon birth.
- Nur because the daycare is closed, don't worry - family-friendly workplaces with play areas are available for your little ones.
- Office spaces where dogs are welcome, for a relaxed working atmosphere.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
More net
Topics that you deal with on the job
Job Locations
This is your employer
q.beyond AG
QSC is the strong digitalization partner for medium-sized businesses. With many years of experience in the areas of cloud and colocation, SAP and internet of things, QSC enables its customers to further develop highly flexible and efficient business processes and models.
Description
- Company Type
- Digital Agency
- Working Model
- Hybrid, Onsite
- Industry
- Consulting, Internet, IT, Telecommunication
Dev Reviews
by devworkplaces.com
Total
(1 Review)3.5
Engineering
3.0Culture
3.6Workingconditions
4.4Career Growth
3.2
Team Leader Service Desk
- Location
- Oberhausen
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
