(IT Project Management, 2nd level Support, Office 365, ITIL, User Support)
📌 English C1, German C1/C2, are mandatory requirements!
Requirements
▪ 7 years of relevant professional experience in the IT sector, preferably in the service desk
▪ Ideally, you have already led a team of several people and have a trainer aptitude certificate
▪ Strong communication (verbal and written) and cooperation, both with customers and internally; Open, empathetic and obliging appearance
▪ Good knowledge of IT Service Management (ITIL)
▪ Conviction through initiative, a strong hands-on mentality and organizational talent
▪ Good analytical skills, quick comprehension and high willingness to learn
▪ Very good knowledge of German and English, both written and spoken
Tasks & Responsibilities
▪ Professional leadership of the employees of the Technical Support Team in Hösbach in their daily service provision and customer communication
▪ Personal support for selected major customers
▪ Coordination and prioritization of tasks in a dynamic environment, daily check of the ticket backlog to ensure SLA compliance
▪ Setting goals for the team and monitoring service delivery and conducting performance reviews
▪ Design of processes and their mapping in our service tool in the sense of continuous improvement
▪ Identification and implementation of training needs
▪ Cross-departmental and global cooperation, especially with development and with our international service teams