Team Lead End User Services (m/w/d)
Core
Leading the IT Customer Service team and managing the entire IT Service Desk operations to ensure stable and efficient IT operations for end users.
Role type
Team Lead, IT Service Management
Builds
IT Customer Service (Service Desk) operations, including Incident, Request, and Problem Management
Domain
IT Operations / Service Management
Required skills
IT Support / Service Desk / IT Operations experience, ITIL process knowledge (Incident, Request, Problem), team leadership, stakeholder management, escalation handling, operational prioritization
Preferred skills
Service-Management tools (ServiceNow, Jira), Enterprise environment experience, security-critical environments experience, Automation / Self-Service concepts
Technologies
ServiceNow, Jira
Responsibilities
Lead and coach the IT Customer Service team, ensure SLA compliance and KPI monitoring, manage Incident/Request/Problem workflows, optimize support processes and introduce automation, coordinate 2nd/3rd level support and external partners, report on trends and risks to management
Seniority
Senior, hands-on IC with leadership responsibilities