Leitung Service-Desk (m/w/d)
Core
Leading a team of ~30 external staff to evolve an IT Service-Desk from classic support to a customer-oriented hub for ~20,000 end-users within the AOK system.
Role type
Senior IT Service-Desk Manager / Team Lead
Builds
First-Level Support operations, Omnichannel contact management, Incident/Request flows, and external vendor performance
Domain
Healthcare IT / IT Service Management
Required skills
ITIL Foundation certification, Team leadership, Vendor management, SLA/KPI management, Incident management, Process improvement, Stakeholder management, Change management, Self-service/Automation strategy, Data analysis
Preferred skills
Experience in ITSM tools, Knowledge of modern workplace environments
Technologies
ITSM tools, Monitoring tools, Reporting tools
Responsibilities
Lead and develop a heterogeneous team of external staff, ensure reliable First-Level Support, manage omnichannel contact routes, steer external service providers, manage end-to-end incident and request flows, maintain service quality via SLAs and KPIs, handle major incidents and escalations, drive knowledge management and automation, monitor performance and trends, participate in project and change management
Seniority
Senior, hands-on IC with leadership responsibilities