- Provide functional and organizational leadership for the Service Desk team and support its ongoing development
- Ensure professional, efficient, and customer-focused support
- Manage day-to-day operations and continuously improve support processes
- Implement and develop AI-enabled support processes
- Improve existing workflows and realize automation opportunities
- Create, maintain, and enhance support documentation, knowledge bases, and work instructions
- Establish standardized processes, and acquire, plan, and deliver updates for B and C customers
- Strategically develop the Service Desk into a central technical second-level support unit
- Define and monitor relevant KPIs, including ticket volume, customer satisfaction, utilization, and service quality
- Collaborate with Professional Services, Development, Product Management, Sales, Operations, and the Bug Team
Requirements
- Several years of experience in a Service Desk, support, or operations environment
- Experience managing employees
- Strong relationship management skills and the ability to successfully build internal and external partnerships
- Experience defining and optimizing processes
- Good knowledge of service management and customer support
- Strong technical understanding of IT and ERP environments
- Experience working with KPIs and reporting
- Excellent planning, organizational, and prioritization skills
- Strong customer and service orientation
- Excellent communication skills in German and English
- High level of initiative and willingness to take responsibility
Core Competencies
Demonstrates strong leadership in managing Service Desk operations, focusing on customer support, process optimization, and the implementation of AI-enabled solutions. Proficient in defining KPIs and enhancing workflows to improve service quality and customer satisfaction.
Highest-signal resume keywords
- Service Desk Management
- Process Optimization
- KPI Definition and Monitoring
- Customer Support
- Bilingual Communication (German and English)
Hard Skills
- Service Management
- IT Support
- ERP Environments
- Workflow Automation
- AI-Enabled Support Processes
Soft Skills
- Relationship Management
- Planning and Organization
- Customer Orientation
- Initiative and Responsibility
Industry Keywords
- Technical Support
- Second-Level Support
- Knowledge Base Management
- Support Documentation
- Customer Satisfaction
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Service Desk Team Lead in Eutin Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
