Abteilungsleitung Operations Management (m/w/d)
Core
Leading the IT First-Level Support and Hotline department, managing staff, and overseeing support processes and ticket resolution.
Role type
Senior IC IT Operations Manager (Support)
Builds
IT infrastructure and application support services
Domain
IT Operations / Helpdesk
Required skills
IT support management, team leadership, process improvement, Jira Service Desk, ITIL framework, software distribution, patch management, budget management, SLA management, complex problem analysis
Preferred skills
Stakeholder collaboration, proactive solution development
Technologies
Jira, ITIL
Responsibilities
Lead the IT First-Level Support and Hotline team, coordinate and develop staff, monitor and ensure timely ticket closure, analyze ticket trends, ensure ITIL best practices, manage software distribution and patching, handle client hardware budget, collaborate with other IT departments
Seniority
Senior, hands-on IC