Technical 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 3 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. Step into a role where your contributions truly matter.

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, …), depending on location: table football/table tennis table/dogs tolerated, health management (e.g. discounts at the gym, company doctor, …)
• 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

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world\’s leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

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