IT Service Manager (m/w/d)
Core
Managing IT service delivery, support operations, and process governance for internal customers.
Role type
IT Service Manager
Builds
IT support services, service management processes, and client device provisioning
Domain
IT Operations / Service Management
Required skills
IT service desk operations, incident/problem/change management, SLA monitoring, service catalog development, knowledge management, client device provisioning, procurement management
Preferred skills
ITIL framework knowledge, project support
Technologies
ITIL, ticketing systems, knowledge bases
Responsibilities
Ensure smooth IT support for internal customers, handle service requests and incidents via phone and ticket, manage ITIL processes (Incident, Problem, Change), monitor SLAs, prepare and conduct service review meetings, develop and document the service catalog, act as central contact between internal clients, external vendors, and IT, manage knowledge base, resolve escalations, organize client and mobile device setup, participate in IT projects, procure and manage hardware/software/licenses
Seniority
Mid-level, hands-on IC