Level: Experienced

Job Field: IT, Project, System

Employment Type: Full Time

Contract Type: Permanent employment

Location: Dortmund

Working Model: Hybrid, Onsite

Job Summary

In this role, you coordinate IT customer projects such as migrations and rollouts, manage service desk tickets, and ensure adherence to SLAs and ITIL standards to optimize service processes.

Job Technologies

Your role in the team

Structured management and prioritization of tickets in the Service Desk via PSA systems
Planning, management, and documentation of IT client projects (migrations, rollouts, M365 & Azure)
Ensuring SLA compliance, service quality, and process conformity according to ITIL standards
Technical analysis of complex disruptions and support in escalations
Coordination of customer onboarding as well as optimization of internal service processes and automations
Professional support of the team and close collaboration with management

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Our expectations of you

Qualifications

In-depth technical understanding of Microsoft 365, Azure, networks, and security
Knowledge of ITIL processes and IT service management (certification desirable)
Proficient in the use of PSA or ticketing systems
Structured working style, self-responsibility, and clear communication – both internally and with the client
Excellent communication skills in German
Strong problem-solving skills and independent work

Experience

Several years of experience in IT service management or IT project management in an MSP or IT service environment
Experience in project coordination: rollouts, migrations, cloud projects

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What we offer

Direct collaboration with management - short decision paths, genuine co-creation
Responsibility and creative freedom from Day 1 - for structures, processes, and new service offerings
Individual development: e.g., ITIL, Microsoft certifications, training
Attractive compensation with performance-based component
Flexible working hours and home office options
Long-term perspective in a growing MSP with a modern toolstack