Global Service Desk Team Lead (m/f)

Global Service Desk Team Lead (m/f)

Apply locations Home Office (Germany) Stuttgart, Germany time type Full time posted on Posted 2 Days Ago job requisition id R010097

Die RIB-Gruppe ist der weltweit führende Anbieter von Softwarelösungen für die Steuerung von Projekt- und Unternehmensprozessen in der Bau- & Immobilienbranche. Mehr als 60 Jahre Branchenerfahrung befähigen uns, unser Ziel, die Bauindustrie zur nachhaltigsten und digitalisiertesten Branche des 21. Jahrhunderts voranzutreiben, mit unseren Kunden erfolgreich zu erreichen: „Building Better Together”.

Are you ready to lead and shape the future of IT services on a global scale? At RIB, we’re looking for a passionate Global Service Desk Team Lead (f/m) to drive excellence in IT support and service quality. Your expertise will foster continuous improvement in processes, tools, and service quality, empowering our teams to deliver exceptional support.

Key Responsibilities

• Leadership and Coordination:
  Lead and provide functional guidance to the global Service Desk team. Coordinate tasks and priorities across distributed teams.
• Process Management:
  Ensure adherence to (ITIL) standards and Service Level Agreements (SLAs). Develop and optimize processes, tools, and methods for incident, problem, and request management.
• Communication and Reporting:
  Regularly report to the Global Heads of IT, Service Desk, and other stakeholders on Service Desk performance, including KPIs and improvement measures.
• Quality Management:
  Monitor service quality and identify areas for improvement. Implement measures to enhance customer satisfaction.
• Training and Development:
  Build and advance the skills within the global Service Desk team through training and mentoring.
• Technical Support:
  Assist with resolving complex inquiries and escalations. Collaborate with other IT departments to address global IT challenges.

Essential Requirements

• Completed studies in Computer Science, Business Informatics, or a comparable IT-related qualification.
• Proven experience (min. of 5 years) in leading an IT Service Desk or in a similar leadership role.
• Solid expertise in IT Service Management and hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Exceptional leadership skills, with the ability to inspire, motivate, and guide your team.

Desired Skills and Competencies

• Strong communication and collaboration skills to work effectively across cultures and functions.
• Analytical mindset with the ability to solve complex problems and make data-driven decisions.
• High customer and service orientation.
• Very good German and English language skills (both Level C).

Advantageous

• IT Service Management: ITIL certification is a plus.
• Basic technical knowledge of IT infrastructure, networks, and IT security.

What We Offer

Motivated by our values & vision, we are driving the digital transformation of our customers – for a more digital, efficient and sustainable engineering and construction industry. “Building Better Together” is more than just a slogan for us. Because alongside our customers, you are the priority. Enabling you to fully develop your passion for your tasks, we support you with:

• a structured start: individual onboarding, organized networking
• Goodies such as: Employee benefits (e.g. corporate benefits), bonuses (e.g. for wedding, birth, anniversary), Schneider Electric share participation, employee events (team events, summer parties, …)
• a modern working time model: trust-based working hours, flexible working hours, possibility to work hybrid
• Career development/ prospects: team or role-based development/ training, individual development/ training, national and international career prospects within the RIB Group or Schneider Electric
• your room for creativity: proactive sharing of your ideas/ approaches/ process optimizations within the team, operational idea management, active participation in meetings at team and management level (“RIB Town Halls”)
• Ways in which you can be sustainable (depending on location & function): digital infrastructure, company bikes, travel allowance, e-car as company car

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