IT-Support Lead (m/w/d)
Core
Lead the entire IT Support function for a 600-person engineering group, establishing structure, process maturity, and measurable service delivery.
Role type
Senior IT Support Lead / Service Management Manager
Builds
IT Service Management processes, Service Catalogs, and a structured Knowledge Base
Domain
IT Service Management / Engineering Services
Required skills
ITIL framework expertise, Incident/Request/Change/Problem Management, Service Catalog design, SLA definition, Team leadership, Ticketing systems (JIRA/ServiceNow/Freshservice/Zammad), KPI management, Capacity planning
Preferred skills
Experience building support teams from scratch, First-Level support escalation management, Digital transformation experience
Technologies
JIRA Service Management, ServiceNow, Freshservice, Zammad
Responsibilities
Define and manage IT Service Management processes (Incident, Request, Change, Problem), Build and maintain a Service Catalog with SLAs, Lead internal 1st-Level Support and external vendors, Manage Knowledge Base and escalation procedures, Plan capacity and resource allocation, Report on KPIs (FCR, SLA, Satisfaction, Trends)
Seniority
Senior, hands-on IC with leadership responsibilities