Job
- Level
- Lead
- Location
- Heidelberg
- Working Model
- Onsite
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 4.901 to 7.025€ gross/month
Job Summary
In this leadership role, you manage a team of over 25 employees in IT Service, develop efficient service processes, and optimize the central Service Desk alongside quality standards for high customer service orientation.
Job Technologies
Your role in the team
- Leadership and continuous development of the IT Service department with three field teams and more than 25 employees. You establish the organizational and technical framework for a service-oriented, high-performance, and cross-team collaboration.
- Strategic and operational management of IT service and IT service management, including planning, prioritization, and continuous development of service offerings, processes, and quality standards. In doing so, you ensure a stable, high-performance, and cost-effective IT operation.
- Responsibility for managing and developing the central Service Desk as the primary point of contact for IT inquiries and incidents, as well as ensuring high service quality and customer-oriented handling.
- Responsibility for the operation and continuous development of the group-wide ticketing system, the IT hotline, as well as the central dispatching, and for an efficient, transparent, and service-oriented management of support requests.
- Coordination and management of IT projects in the IT service sector, involving multiple employees, departments, and resources.
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Our expectations of you
Education
- Completed university degree (Bachelor/Diploma) in Computer Science or an equivalent relevant university qualification, alternatively a vocational training as an IT specialist (m/f/d) with extensive professional experience in the IT field.
Qualifications
- Solid and practical experience in IT service management as well as in the design, implementation, and continuous development of service processes according to ITIL are essential.
- Strong understanding of service-oriented IT processes, service quality, as well as the structured management and optimization of support and operational workflows.
- Confident and assertive demeanor, with strong communication, moderation, and conflict resolution skills, even in challenging situations.
- A high sense of responsibility, decisiveness, as well as a structured, solution- and service-oriented work approach.
- Willingness to take on on-call duties as well as a valid driver's license of class B.
Experience
- Several years of experience in managing and developing a Service Desk, ideally including a ticketing system, IT hotline, dispatching, as well as incident and request management.
- Experience in both technical and disciplinary leadership of IT teams as well as in targeted support and development of employees.
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What we offer
- Full-time (39 hours/week)
- Pay grade 13 TVöD (monthly earnings potential for employees ranging from €4,901.11 to €7,025.87 gross, depending on professional experience)
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Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Landratsamt Rhein-Neckar-Kreis
The Landratsamt Rhein-Neckar-Kreis operates as a municipal authority responsible for central personnel tasks and more for the Rhein-Neckar-Kreis. It provides comprehensive services for citizens and businesses and is an important employer in the region.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Public Service, Unions
Head of IT Service Department
- Salary
- 4.901 to 7.025€ gross/monthEstimated net salary based on the gross salary in the job ad using tax class I.3.079 to 4.193 € net/month · Tax class I
- Location
- Heidelberg
- Working Model
- Onsite
- Diversity
- Open for all genders
