Head of Support & Service (m/f/d)

Overall responsibility for IT support across all support levels and department boundaries as well as responsibility for Service Desk, Incident Management, Request Fulfillment and User Support Control, development and standardization of support and service processes based on established IT service management principles Ensuring high service quality, availability, reaction speed and user satisfaction in daily IT operations Monitoring and Control of Service Level Agreements, Escalations, Tickets, Problems and Continuous Improvement Measures Close cooperation with infrastructure, application, security and business teams on the sustainable solution of recurring disruptions Responsibility for service reporting, KPI tracking, trend analysis and management-oriented communication of service performance Controlling external service providers and ensuring clear role, responsibility and performance control Participation in IT transformation, digitization and standardization initiatives focusing on support excellence and service experience Responsibility for the entire ITIL-based process management (incident, problem, request, change support processes) Integration of the service delivery function (including RCA and Major Incident Decisions) organizationally into own management responsibility Central Single Point of Contact (SPOC) for all IT escalation topics - across team and divisions

Complete study of economic informatics, computer science, business management or a comparable qualification Multiannual professional experience in IT support, Service Desk, IT Operations or IT Service Management Experience in the management of support or service teams as well as in the control of external IT service providers detectable experience with ITSM tools, ticketing systems, service level control, incident, request and problem management ITIL certification or comparable knowledge in IT service management frameworks are desirable Excellent customer, service and result orientation with high quality standards Ability to structure, standardize and continuously improve support and service processes Safe handling of internal stakeholders, user groups, management, international teams and external service providers leadership, team orientation and ability to motivate and further develop employees Communication strength, escalation capability and sovereign occurrence in critical situations Very good knowledge of German and English in word and writing

The security of a globally active company with sustainable growth strategy Permanent and 30 days Enterprise-wide regulation for mobile work Attractive offers through access to the corporate benefits portal Cycling leasing via BusinessBike Flat hierarchies and unbureaucratic structures Activity-related, needs-oriented professional training and training Evaluating and respectful working environment, where equal opportunities are widely written