Job
In this role, you coordinate an IT support team, manage service processes, monitor SLA compliance, conduct knowledge management, and assist with operational tasks to ensure high service quality.
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Your role in the team
- As IT Service Desk Team Lead, you will be responsible for the technical and organizational management of one of our support teams.
- Together with your colleagues, you provide reliable, efficient, and customer-focused IT support and ensure that our agreed services are delivered to a high standard.
- Team Coordination and Organization: You provide professional and organizational leadership for your Service Desk team, coordinate day-to-day operations, and ensure staffing is planned to meet operational needs.
- You are the first point of contact for your employees on professional and organizational matters and support the department head in developing the team.
- Manage service processes: You coordinate and monitor your team’s tasks as part of case, incident, problem, and request management.
- In doing so, you ensure that established processes are followed and support requests are handled efficiently, reliably, and with a customer-focused approach.
- Ensure service quality: You monitor compliance with the agreed Service Level Agreements (SLAs), identify the need for action at an early stage, and coordinate escalations in close consultation with the department head, Service Owners, and the Service Delivery Manager.
- Provide operational support: When needed, you’ll also support your team directly in day-to-day operations, particularly by answering and handling support requests by phone and processing tickets through our ITSM system.
- Knowledge management and knowledge transfer: You ensure the maintenance and continuous development of the Service Desk knowledge base.
- You identify professional training needs, organize internal knowledge sharing, and support your colleagues in developing their professional skills.
- Collaboration and coordination: You work closely with the other Service Desk team leads and the department head to ensure consistent processes, efficient task allocation, and a high level of service quality.
- Coordinate client deployment: You organize order processing in the Client Deployment area and work with clients and service owners to continuously improve the related processes and services.
- Reporting and continuous improvement: You analyze relevant service metrics, identify opportunities for optimization, and derive appropriate improvement measures.
- You prepare the results and present them in regular service reviews.
Our expectations of you
Education
- You have completed IT training or have equivalent qualifications gained through several years of practical experience in the IT field.
Qualifications
- You are familiar with the processes and challenges of an IT service desk and have a good understanding of service management.
- Knowledge of ITIL is an advantage, ideally complemented by an ITIL certification (Foundation or higher).
- You enjoy providing professional guidance and support to your colleagues and working together with them to achieve great results.
- You take responsibility, make decisions within your remit, and stand out for your reliability, organizational skills, and clear communication.
- You have a strong customer and service orientation and find pragmatic, solution-focused approaches even in challenging situations.
- You work in a structured, analytical and self-reliant manner, set priorities and maintain an overview even when handling a high volume of requests.
- You are confident and empathetic, work well in a team, and see yourself as a connecting link between employees, other team leads, and the department head.
- You value personal collaboration and are regularly available on-site to your colleagues.
Experience
- Ideally, you already have experience providing technical guidance to or coordinating an IT support team, or you’re looking to develop in this direction.
What we offer
- Working at ECKD means shaping the future together—guided by strong values.
- Our company culture thrives on openness, appreciation, and the courage to think differently.
- We foster individual strengths, trust people to take ownership, and create space for personal development.
- Because we believe that only those who are empowered to contribute can truly make a difference.
- When you join us, you can expect: Comprehensive onboarding: You’ll receive intensive training to help you get off to the best possible start in your new role.
- Respectful company culture: An open and appreciative work environment awaits you.
- A stable future: Look forward to long-term job security and a promising career with a growing company.
- Attractive terms: In addition to fair compensation, you’ll enjoy numerous benefits that enhance your day-to-day work.
- Employee events: Experience team spirit at regular company celebrations, outings, or networking events.
- Modern work environment: Work with the latest technologies in a pleasant office.
- Discounts and partnerships: Take advantage of exclusive offers from partner companies.
Benefits
Work-Life-Integration
Health, fitness & fun
Higher take-home pay
Food & drink
Job locations
About your employer
The ECKD KIGST GmbH and its subsidiary, the ECKD Service GmbH, have many years of experience in providing safe and reliable IT solutions as well as tailor-made services for the church market. By focusing on the needs and wishes of the customers and offering a wide range of solutions and services, they have now become one of the most important IT service providers for the Protestant and Catholic Church, for diaconates and Caritas, as well as for social institutions.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
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