Job
In this role, you will lead the ServiceDesk team, enhance processes, and ensure high-quality support for employees' IT inquiries.
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Your role in the team
- As Service Desk Team Lead, you will provide both functional and disciplinary leadership to the team and oversee day-to-day operations.
- You will further develop the Service Desk as the central point of contact for employees’ IT needs, ensuring clear responsibilities, reliable processes, and service-oriented handling and follow-up of requests.
- Leading and developing the Service Desk team while fostering a structured, collaborative, and productive way of working.
- Ensuring reliable, high-quality support for employees, as well as needs-based workforce and resource planning.
- Operational management, prioritization, and continuous improvement of Service Desk processes.
- Further development of the Service Desk in line with the strategic direction of the Digital Services division.
- Reliable collaboration with IT Operations, IT Development, and other organizational units.
- Regular reporting to the Head of Digital Services.
- Ensuring the professional development and upskilling of employees.
- Assuming responsibility for compliance with occupational health and safety regulations and for providing employees with safety training.
Our expectations of you
Education
- Completed commercial training or a comparable qualification, ideally with leadership experience.
Qualifications
- A strong service and customer focus.
- A high degree of self-organization and a strong commitment to quality.
- A solution-oriented, pragmatic, and responsible approach to work.
- Strong communication skills and a passion for working with customers and internal teams.
- Understanding of new technologies and confident use of Microsoft Office products Word, Excel, and PowerPoint.
Experience
- Experience in IT service, a service desk, or a comparable customer-focused environment is an advantage.
- Experience in managing and further developing work or service processes is desirable.
What we offer
- A permanent employment contract with flexible working hours and the option to work remotely for up to 40% of weekly working hours.
- 5-day workweek with 38.5 hours.
- An attractive salary based on the collective agreement for the Medical Services (pay grades 9 to 12 under the TV MD), plus the standard public-sector benefits and a full 13th-month salary.
- An occupational pension through the Federal and State Pension Institution (VBL), capital-forming benefits and, where applicable, a child allowance.
- 30 days of vacation.
- Structured onboarding for an effective start.
- Targeted and attractive training and professional development opportunities.
- An interesting role in a dedicated and reliable team.
- Attractive employee benefits: Enjoy a discounted job ticket for public transport and access to a wide range of corporate benefits, including discounts from numerous partners.
Benefits
Higher take-home pay
Job locations
About your employer
The Medical Service Westfalen-Lippe provides comprehensive services in care assessment and support for people in need of care, with an interdisciplinary team working together.
- Established Company
- Onsite, Hybrid
- Healthcare, Social Sector
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