The role involves operational management of the Service Desk, ensuring personnel readiness, monitoring KPIs, and delivering work packages according to SLAs
Job Summary
The role involves operational management of the Service Desk, ensuring personnel readiness, monitoring KPIs, and delivering work packages according to SLAs.
Responsibilities include stakeholder management with IT Service Managers, process optimization for cost reduction, and onboarding/training local experts.
The company offers a competitive salary, multiple bonuses, private medical plan, wellness access, hybrid work policy, provided transportation, mentorship, and Bookster subscription.
Matching Summary
The role involves operational management of the Service Desk, ensuring personnel readiness, monitoring KPIs, and delivering work packages according to SLAs.
Skills & Requirements
Must-have
Operational management of Service Desk
Monitoring Service Desk KPIs
ITIL knowledge
English communication skills
Leading IT teams
Shared-service environment experience
Nice-to-have
German language skills
Strategic goal alignment
Process optimization identification
Knowledge management strategies
Continuous improvement initiatives
Key Requirements
Several years of experience in leading IT teams
Sound ITIL knowledge (Expert or Managing Professional Level)