Job
- Level
- Lead
- Location
- Meckenheim, Berlin, Wiesbaden
- Working Model
- Hybrid, Onsite
- Job Field
- IT, System
- Employment Type
- Part Time/Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you lead the service desk team, coordinate incident and problem management, plan IT training, and manage personnel and resource deployment to ensure optimal service levels.
Job Technologies
Your role in the team
- Management of the Service Desk, Incident & Problem (I&P) / Major Incident (MI) Management, IT Training Administration, Policy, Controlling, and Quality Assurance with the main responsibilities
- Planning, organization, and coordination of work tasks and processes within the department
- Initiation and management of task execution, including results monitoring and ensuring compliance with agreed service levels (technical supervision)
- Planning and controlling the personnel and material resource deployment related to the specific department, participating in personnel recruitment
- Consulting and support for the department management, including the preparation of decision templates and management information, as well as participation in the creation of competency reports and evaluations.
- Event-related project management and participation in IT project teams or working groups
- Handling complex (fundamental) tasks
- Willingness to work flexible hours is a prerequisite for the following reasons:
- Business trips, within the scope of official and technical supervision for the department, cross-departmental exchange within the division, training measures, conferences
- predictable
- occasionally: about 3-4 times a year
- Duration of business trips from 2 to 4 days
- Domestic
- Handling major/urgent/complex actions related to Major Incidents
- These framework conditions are dynamic. Changes related to task execution may require adjustments or shifts.
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Our expectations of you
Education
- Completed university degree (Diploma FH or Bachelor's), in (Business) Informatics or a comparable completed university degree in the STEM field with an IT component
- Correspondingly comparable skills and experience, but at least a completed vocational training with an IT focus and subsequently at least three years of professional experience in a related job profile.
Qualifications
- You possess comprehensive knowledge of ITSM processes (e.g., ITIL), particularly regarding Service Desk, Incident and Problem Management, as well as Service Request Management.
- You are a team player, possess communication skills, and strive to bring conflicting interests together cooperatively.
- They are characterized by a strong service orientation.
- You are decisive, discuss necessary decisions cooperatively, implement decisions with discernment, and follow through on them.
- You are an organizational talent who can navigate complex environments, and you are able to weigh effort and benefit and set priorities.
- You have excellent oral and written communication skills, possess good cognitive and organizational abilities, and are resilient, autonomous, and flexible in task execution.
Experience
- Additionally, at least three years of relevant practical leadership experience in the IT sector
- You have experience in IT Service Management (ITSM), I&P Management, or IT Support.
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What we offer
- Consent to undergo an extended security check in accordance with § 9 SÜG (Security Clearance Act) is a prerequisite for applying.
- This security check must not result in the conclusion that there is a security risk that conflicts with security-sensitive activities (§ 14 SÜG).
- The Federal Criminal Police Office promotes gender equality and is therefore particularly interested in applications from women to increase their representation in areas where they are still underrepresented.
- Applicants with the same qualifications will be given preferential consideration in these areas.
- We promote the equal participation of people with disabilities in working life.
- In the case of formal suitability, severely disabled people and those deemed equivalent are admitted to selection procedures and are given preferential consideration if equally suitable.
- Only the minimum physical fitness is required.
- For us, skills matter; not sexual orientation or identity, age, nationality, religion, or background.
- We therefore welcome applications from all people.
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Benefits
Higher Take-Home Pay
Health, Fitness & Fun
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Bundeskriminalamt
The Federal Criminal Police Office is an important part of Germany's security architecture. With over 6,000 employees working in nine departments, the Federal Criminal Police Office is tasked with keeping the country safe. By working together, we can ensure that everyone in Germany feels safe and secure.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Public Service, Unions
Employer reviews
by devworkplaces.com
Total
(1 Review)2.9
Career Growth
2.6Culture
3.2Workingconditions
3.0Engineering
2.7
Head of IT Service
- Location
- Meckenheim, Berlin, Wiesbaden
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
