IT-Support Lead (m/w/d)
Core
Strategically redesign and build a scalable IT support service model with clear processes, responsibilities, and quality standards for ~600 users.
Role type
Senior IT Support Lead / Service Management Manager
Builds
ITSM processes (Incident, Request, Change, Problem Management), service catalog, SLAs, and a reliable knowledge base
Domain
IT Service Management / Enterprise IT Operations
Required skills
ITIL framework expertise, ITSM process design, team leadership, KPI-based performance management, ticketing systems (Jira/ServiceNow/Freshservice/Zammad), capacity planning, risk analysis
Preferred skills
Strategic thinking, stakeholder management, change management, service-oriented leadership, complex problem solving
Technologies
Jira Service Management, ServiceNow, Freshservice, Zammad
Responsibilities
Analyze existing support to define a target state and roadmap; lead the IT support team (technical and disciplinary); develop and optimize ITSM processes; manage first-level support and external vendors; establish reporting structures and KPIs; oversee escalation management and quality assurance.
Seniority
Senior, hands-on IC with leadership responsibilities