LOCATION: Augsburg, Germany
THE ROLE
As Manager IT Service Desk (m/f/d), you will lead and further develop our global IT Service Desk organization. You will be responsible for delivering an outstanding user experience, driving service excellence, and ensuring that our internal IT operations run smoothly and securely.
TASKS AND RESPONSIBILITIES
- Lead and manage the global IT Service Desk team (1st & 2nd level support)
- Foster, coach, and develop a high-performing international support team
- Ensure high service quality, SLA adherence, and continuous process improvement
- Design and optimize ITIL-based processes (Incident, Request, Problem, and Change Management)
- Collaborate closely with Infrastructure, Security, and Business Applications teams
- Define and monitor KPIs, reports, and dashboards to measure service performance
- Manage external vendors and service providers
- Drive automation, self-service, and AI-driven support initiatives
- Contribute actively to the global IT strategy and transformation roadmap
EXPERIENCE AND QUALIFICATIONS
- Degree in Computer Science, Business Informatics, or equivalent qualification
- Several years of experience in IT support or IT service management, ideally in an international environment
- Proven leadership experience with distributed or cross-functional teams
- Strong knowledge of ITIL processes, service management tools (e.g. Jira Service Management), and Microsoft technologies (M365, Intune, Azure AD)
- Excellent problem-solving and analytical skills
- High customer orientation and ability to translate technical issues into business-relevant outcomes
- Strong communication and stakeholder management skills
- Fluent English and German skills (written and spoken)
- Hands-on mentality with a passion for innovation and automation
Florian HermannIGEL Technology GmbHMaria-Cunitz-Str. 728199 Bremen, Germany(+49) 0421 52094 2000
Please note that we are unable to hire applicants residing in countries outside our legal entity countries.
Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship.
We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives. IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.
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Manager IT Service Desk (m/f/d) - Augsburg Arbeitgeber: Talantir
findIQ ist ein schnell wachsendes Tech-Startup aus der Region Ostwestfalen-Lippe, das sich der digitalen Transformation im industriellen Maschinen- und Anlagendienst verschrieben hat. Als Arbeitgeber bieten wir eine unternehmerische und kollaborative Kultur in einem kleinen, vielfältigen Team, wo Ideen geschätzt werden und die Ausführung zählt. Mit flexiblen Arbeitsmöglichkeiten, individueller Entwicklung und einem attraktiven Gehalt sind wir bestrebt, unseren Mitarbeitern die besten Voraussetzungen zu bieten, um persönlich und beruflich zu wachsen.
