Level
Junior
Location
Münster (Hessen)
Working Model
Onsite
Job Field
IT, Support
Employment Type
Full Time
Contract Type
Permanent employment

Job Summary

In this role, you are the first point of contact for IT users, handling hardware and software issues in 1st and 2nd level support while managing user accounts and overseeing IT workstations.

Job Technologies

Your role in the team

As a Service Desk Manager (m/f/d), you act as the first point of contact for IT users and ensure quick and efficient resolution of technical issues.
Through friendly and competent support, you contribute to keeping IT operations running smoothly.
Your goal is to ensure high customer satisfaction, identify recurring disruptions, and continuously improve service quality through proactive measures.
You are the first point of contact for our users on-site regarding IT issues of all kinds - via Jira Service Management, MS Teams, or email - ensuring high service quality and customer satisfaction.
You handle hardware and software issues in first-level support, manage user accounts and permissions, and assist with the setup and maintenance of IT workstations.
Together with your team, you will further develop our IT client systems at 2nd level and support projects.
As the central contact person, you advise internal specialist departments and external service providers, and also serve as an interface between the various stakeholders.
You are responsible for maintaining knowledge bases and end-user guides.

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Our expectations of you

Education

A degree with a focus on IT or a comparable vocational training.

Qualifications

Ideally, you have some initial experience with the topic of IT security.
Reliable work and proper documentation of results are a matter of course for you.
Confident demeanor when interacting with colleagues and external partners, as well as a high level of service orientation and team spirit.

Experience

Several years of experience in supporting Windows, Mac OS, and Active Directory, as well as experience in supporting iOS devices.
Experience with common hardware (notebooks, printers), as well as programs like Jira, Confluence, M365, and Barramundi.

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What we offer

In addition to many classic benefits such as company bike, public transport discount, or employee discount, you will find with us:
Bring your ideas to life and actively shape the future of Thalia.
Benefit from various training opportunities and individual career paths.
Your contribution has a direct impact on our digital competence - especially in the areas of e-commerce, IT security & maintenance.
Work flexibly and independently in an open, dynamic environment.
Experience collaboration and mutual support at all levels.
We value diverse perspectives and promote diversity.
Join #TeamThalia and help us drive the transformation of our company.