Teamkoordinator Service Desk (w/m/d)
Core
Coordinate daily IT Service Desk operations, ensuring stable service delivery, SLA compliance, and efficient resource management across shifts and incidents.
Role type
Service Desk Team Coordinator (1st & 2nd-Level Support)
Builds
IT Service Desk operations and incident resolution workflows
Domain
IT Infrastructure & Managed Services
Required skills
IT Service Desk operations, 1st & 2nd-Level Support, shift planning, resource management, ticket review, incident escalation, process optimization, Windows 10/11, Microsoft Office/M365, TOPdesk, ITIL knowledge
Preferred skills
Team leadership, Defence environment experience, Driver's license (Class B)
Technologies
Windows 10/11, Microsoft Office, M365, TOPdesk
Responsibilities
Manage daily IT Service Desk operations, plan and coordinate shifts and attendance, monitor ticket volume and backlog quality, lead internal meetings and communicate operational info, act as first point of contact for major incidents, optimize Service Desk processes
Seniority
Mid-level, hands-on IC with coordination duties