Job
In this key role, you oversee the IT service desk, lead the support team, optimize processes according to ITIL, and focus on enhancing service quality and capacity planning within the organization.
This listing has been machine translated. Show original
Job technologies
Your role in the team
- In this key role, you will take responsibility for our Service Desk, lead a dedicated team, and work with our CTO to shape the operational direction of our service business.
- Professional and disciplinary leadership of our support team.
- Responsibility for collaboration, quality, and continuous improvement in the Service Desk.
- Conducting regular employee and development reviews and agreeing on goals.
- Managing ticket processing and proactive capacity planning.
- Ensuring compliance with our service levels.
- Coordination and leadership during critical incidents and escalations.
- Providing subject-matter support to the IT support team.
- Further development of our support processes in line with ITIL.
- Establishing binding standards and expanding our knowledge base.
- Managing the service line based on clear KPIs and providing regular reports to our CTO.
- Providing operational support to our CTO in the further development of the Managed Services and Service Desk departments.
Our expectations of you
Education
- Completed IT training, a degree in computer science, or an equivalent qualification.
Qualifications
- Good knowledge of Microsoft 365, Windows Server, networking, and IT security.
- Confident handling of ITIL processes and ticketing systems.
- A structured and solution-oriented approach to work.
- Strong decision-making skills, a sense of responsibility, and a pronounced service orientation.
- Strong communication skills and empathy.
- Fluent German and good English skills.
Experience
- Several years of professional experience in IT support, ideally at an IT systems integrator or managed service provider.
- Initial or several years of experience leading a team, or comparable responsibilities, with a desire to take the next step in a leadership role.
- Experience with Sophos and Veeam is an advantage.
What we offer
- A responsible leadership role with genuine scope to shape things.
- The opportunity to actively further develop our Service Desk and Managed Services.
- A technology-focused environment with short decision-making paths.
- Close collaboration with our CTO.
- A dedicated team and open, direct collaboration.
- A permanent position in Erlangen-Tennenlohe.
- Hybrid working.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Wir sind Ihr Ansprechpartner bei allen Informations- und Kommunikationsthemen, beispielsweise IT-Netzwerke, Telefonanlagen, Vertragsgestaltung, standortübergreifende Systeme oder Voice over IP, zur Gestaltung optimaler Prozesse inklusive der notwendigen IT-Sicherheit.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
More jobs
These jobs might also interest you
Anyone who joins here not only designs software – they bring machines to life that are recognizable on real construction sites. Software Developer (m/f/d) Basic Engineering Our client is an internationally leading manufacturer of technically...
Operation, monitoring, and further development of the network infrastructure. Administration and configuration of firewalls, routers, and switches. Ensuring network availability, performance, and security. Participation in IT security concepts and...
Area of responsibility “DRV Bund IT” is the service provider for Deutsche Rentenversicherung Bund, developing and operating a complex IT system landscape in close coordination with its customers. Our “IT4IT” domain provides IT departments across DRV...
