German-speaking Ticket Lifecycle Manager
Core
Oversees the end-to-end lifecycle of service tickets, ensuring efficient handling, accurate reporting, and continuous improvement of Service Desk operations.
Role type
Senior IC IT Service Desk Operations Manager
Builds
Efficient IT service desk operations and reliable incident/request management processes
Domain
IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT Service Desk operations, incident/request management, ticketing tools, data analysis, reporting, SLA compliance, process optimization, stakeholder communication, root cause analysis
Preferred skills
ITIL framework, reporting tools/dashboards, technical certifications
Technologies
Ticketing tools, reporting tools, dashboards
Responsibilities
Manage end-to-end ticket lifecycle from intake to closure; Define and enforce escalation paths and thresholds; Analyze ticket data to identify trends and improvement opportunities; Create and maintain operational reports; Coordinate with support teams and vendors for escalated issues; Guide L1 and L2 agents on escalation criteria.
Seniority
Mid-level, hands-on IC
