Job
- Level
- Lead
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Gütersloh
- Working Model
- Onsite
Job Summary
In this role, you will lead an international IT support team, establish clear processes, promote team collaboration, and ensure the quality and stability of IT services provided.
Job Technologies
Your role in the team
- Do you want to build, develop, and deliver reliable IT services as a team? At our location in Gütersloh, you will take on the role of Team Lead IT Support (m/f/x), responsible for a growing, cross-site team of 18 onsite and service desk employees in an international environment.
- In doing so, you create clarity, promote collaboration, and actively shape the transition to a modern, future-oriented support organization.
- Leadership & Team Development: Professional and disciplinary management of a cross-site IT support team (Onsite & Service Desk) including coaching as well as actively promoting responsibility and collaboration.
- Service and Quality Responsibility: Ensuring stable support processes in 1st and 2nd level support as well as compliance with SLAs, quality standards, and compliance requirements.
- Control & Escalation: Participation in Major Incident Management as well as taking over critical incidents when necessary, including prioritization and on-call duty participation.
- Interface Management: Close coordination with international IT units, business departments, and external service providers.
- Further development: Analysis of KPIs and ticket trends, as well as deriving and implementing optimization measures.
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Our expectations of you
Qualifications
- Communication & Clarity: Confident communication at eye level - even in challenging situations - combined with decisiveness and a sense of responsibility.
- Mindset & Working Style: Structured approach to work with flexibility within an international service operation and occasional travel to support cross-site onsite teams.
- Language skills: Very good German and good English proficiency, both written and spoken.
Experience
- Leadership experience: Several years of experience in the IT service environment as well as initial to solid leadership experience; crucial are strong leadership qualities and the ability to develop teams and provide direction.
- IT service know-how: Very good understanding of IT support processes, ideally with ITIL reference and experience in Service Desk or comparable structures.
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What we offer
- ArvatoCare - Company Health Insurance: We offer you a free supplementary occupational health insurance with a generous health budget - all without health screening.
- Scope of design freedom: Active development and expansion of an internal IT Service Desk with influence on structures, processes, and team culture.
- Leadership Development: Training and development programs for professional and personal growth as a leader.
- Corporate Benefits: Attractive discounts at numerous brands and partners.
- Informal culture & team spirit: Appreciative collaboration with short communication channels and open dialogue.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
Food & Drink
Job Locations
This is your employer
Bertelsmann SE & Co. KGaA
Bertelsmann is a multinational enterprise that functions in roughly fifty countries across the globe. It comprises of RTL Group, Penguin Random House (a trade book publisher), Gruner + Jahr (magazine publishing firm), BMG (music business entity), Arvato service provider, Bertelsmann Printing Group, Education Division and lastly Bertelsmann Investments – an extensive array of investment funds.
Description
- Company Size
- 250+ Employees
- Founding year
- 1835
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Media, Publishing
Team Lead IT Support
- Location
- Gütersloh
- Working Model
- Onsite
- Diversity
- Open for all genders
