Job
- Level
- Lead
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you lead a team of 7 in the Service Desk, manage daily operations, develop ITIL-based processes, and oversee the implementation of a new ticketing system for efficient support.
Job Technologies
Your role in the team
- You lead our Service Desk team (7 employees) professionally and disciplinarily: coaching, development, regular feedback and goal-setting discussions.
- You ensure reliable Service Desk coverage (Mon-Thu 8 am - 6 pm, Fri 8 am - 5 pm) and create/manage shift schedules aligned with daily operations.
- You manage the operational activities: ticket triage, prioritization, SLA/reaction times, escalations, and close collaboration with 2nd/3rd level support and relevant interfaces.
- You are responsible for and develop ITIL-aligned processes in the Service Desk (Incident & Request Management; interfaces to Problem/Change) - pragmatically, well-documented, and practical for everyday use.
- You drive KPI & service reporting (e.g., backlog, throughput times, first-time resolution rate, escalation reasons) and derive improvement measures from it (Continual Improvement).
- You bring structure to knowledge & standards: Knowledge Base, Service Catalog, analyzing recurring issues, promoting Self-Service/Standard solutions.
- You oversee the (re)selection and implementation of a ticketing system (currently TOPdesk), including requirements management, process mapping, testing, training, and rollout.
- You work closely with Workplace/Endpoint topics (Microsoft 365 including Teams Telephony, Intune, baramundi) and ensure that support, standards, and operations are well aligned.
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Our expectations of you
Qualifications
- Practical knowledge in ITIL-oriented processes (Incident/Request; desirable: Problem/Change) - what matters to us is less the certification and more the demonstrated process competence.
- Good knowledge of the Modern Workplace environment: Microsoft 365 (including Teams Telephony). Intune and baramundi are a plus (or the willingness to quickly familiarize yourself with them).
- Structured, independent working style as well as clear communication in German (English is an advantage).
Experience
- Several years of experience in Service Desk / IT Support, ideally in a structured Operations or IT Service Management environment.
- Verifiable (or very well-prepared) leadership experience: You can prioritize, communicate clearly, resolve conflicts, and develop your team.
- Experience with ticket systems (TOPdesk or comparable) - plus the ability to truly "see through" a tool implementation (processes, roles, reports, acceptance).
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What we offer
- Flexible working hours through trust-based working time, the possibility for home office or mobile working, as well as 30 days of vacation.
- Central city center location and modern office facilities.
- Discounted Germany Ticket and bicycle leasing with JobRad.
- Economic stability through secure and proven business models and occupational pension schemes.
- Structured onboarding, dedicated contacts, feedback sessions, individual training through our internal learning platform Campus and external seminar offerings.
- Open and supportive team, company-wide networking through various events including corporate and team activities, as well as multiple corporate sports groups.
- Discounted access to many gyms, swimming pools, and other sports providers nationwide through EGYM Wellpass.
- Employee discounts at various online shops, as well as free organic fruit, cold and hot beverages.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics that you deal with on the job
Job Locations
This is your employer
INTREAL Solutions
IT-Lösungen für die Immobilienfonds-Administration. Die INTREAL Solutions wurde 2014 aufgrund der zunehmenden Nachfrage nach IT-Lösungen für die Immobilienfonds-Administration gegründet. Als Tochterunternehmen der ersten Immobilien-Service-KVG INTREAL, bietet sie erprobte und bewährte IT-Services an. Neben den Softwaremodulen und der Serverinfrastruktur bietet die INTREAL Solutions Beratung und Support für Immobiolien-KVGen.
Description
- Founding year
- 2014
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Construction, Real Estate, Building Services
Team Leader IT Service Desk
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
