Job
- Level
- Lead
- Location
- Ravensburg, Ulm, Friedrichshafen
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you lead the service desk team, manage customer communication, develop processes, coordinate critical incidents and explore new technologies like AI to enhance support services.
Job Technologies
Your role in the team
- We are looking for reinforcement for the Operations Team from home office or at one of our locations in Ravensburg, Ulm, and Friedrichshafen.
- You lead and develop our Service Desk team and ensure professional, customer-oriented First-Level Support.
- You are responsible for customer communication and escalation management, coordinating critical incidents transparently with customers and specialist departments.
- You continuously develop ticketing systems, knowledge management, and processes.
- You establish clear interfaces with the specialist departments and manage service quality and customer satisfaction based on appropriate key figures.
- You will take on active customer support and development.
- You explore AI, automation, and self-service as development topics and gradually transition suitable use cases into operations.
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Our expectations of you
Qualifications
- You convince with a pronounced service and customer orientation as well as clear, confident communication even in challenging escalation situations.
- You work analytically, in a structured manner, and enjoy continuously developing processes, key figures, and interfaces.
- You are interested in AI and automation and recognize opportunities for how modern technologies can sustainably improve support, knowledge management, and self-service.
Experience
- You have several years of experience in Service Desk, Helpdesk, IT Support, or IT Service Management.
- You have already taken professional responsibility for teams or services. Ideally, you have some experience in disciplinary leadership or are looking to take the next step in this direction.
- You have practical experience with ticketing systems as well as ITIL-oriented processes, particularly in incident and problem management.
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What we offer
- Flexibility through autonomous working hours and remote work.
- Attractive working time models such as Workation and Flex-Models.
- Exciting and varied activities with clients from all industries.
- Extensive social benefits and a family-like team.
- Structured onboarding plan and mentor for all matters during the onboarding period.
- Individual professional and personal development.
- Mobile and Digital Workplace with Microsoft 365 and Mobile Hardware.
- Company car - also for private use.
- Parking space for your car or bicycle right in front of the house.
- Charging stations for electric cars at the company premises.
- Free cold and hot beverages at the company locations.
- Team events and company celebrations for you and your team.
- Regular executive management roundtable in a casual format with the executive team.
- Smart Work training program for all colleagues on the topics of mental health, work efficiency, and work organization.
- Start-up mentality - even after more than 35 years.
- Strong team cohesion and a high trust culture in a family-like team where everyone knows each other.
- Passion for technologies and digitalization.
- Although flexible working and home office are practiced, each employee has a fixed workstation (a luxury in hybrid work).
- "You" mentality and appreciative interaction with each other.
- Cool teamwear and merchandise.
- Central intranet with comprehensive information available 24/7.
- Copilot and AI tools - we work like digital leaders!
- Advocate for a productive and comfortable atmosphere.
- Team days, if you want, with open doors and a lunch culture.
- Transparent corporate communication through monthly company-wide inside meetings.
- Professional development opportunities.
- Individual development plan for your personal and professional growth.
- Working in one of Germany's trendy IT consulting firms with a focus on the Digital Workplace and a Security-First approach.
- Appropriate salaries - Equality and fairness in compensation.
- Flat hierarchies, i.e., no departments and no silos.
- Attractive social benefits such as a subsidy for health insurance.
- Appreciation until the last day of work.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
ADLON Intelligent Solutions GmbH
ADLON maximiert die Produktivität, die Schnelligkeit und den Erfolg seiner Auftraggeber durch maßgeschneiderte IT-Lösungen und verschafft ihnen so genau die überzeugenden Wettbewerbsvorteile, die sie brauchen, um in anspruchsvollen Märkten besser zu wirtschaften und nachhaltig zu wachsen.
Description
- Founding Year
- 1988
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Head of Service Desk
- Location
- Ravensburg, Ulm, Friedrichshafen
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
