Head of User Support DACH (m/w/d) - 199/26
Core
Leading the 1st-Level IT support teams for Germany, Austria, and Switzerland, ensuring timely resolution of incidents and continuous process development.
Role type
Senior IT Service Management / User Support Team Lead
Builds
IT support services for end-users and executives across DACH region
Domain
IT Service Management / End-User Support
Required skills
IT Support leadership, Service Management, Stakeholder Management, Communication, Analytical thinking, ITIL framework, Service Performance Management, Team building
Preferred skills
Experience with remote support teams, Executive VIP support, Process improvement initiatives
Technologies
ITIL, Service Management tools
Responsibilities
Lead and develop regional 1st-Level support teams, Ensure SLA compliance for incident resolution, Monitor support performance and user satisfaction, Collaborate with regional support managers, Ensure adequate staffing coverage
Seniority
Senior, hands-on IC with management responsibilities