Quality Manager Service Desk

Are you looking for an exciting work with a positive social impact? Let us work together to create the basis for a modern and future-oriented Berlin administration and to promote digitalisation – become part of our team! We are now looking for active support for the Infrastructure Operations department: Quality Manager*in Service Desk (Entgeltgruppe 9 EntTV ITDZ Berlin / TV-L Berlin / 3rd ÄTV ITDZ Berlin)

You monitor compliance with our Service Level Agreements (SLAs) and take action from them You'll create meaningful reports to improve ticket control to increase efficiency and quality You communicate independently with customers as part of continuous ticket satisfaction queries You analyze, develop and improve our processes in the Service Desk with the team You are suggesting a close exchange with stakeholders, colleagues and service providers in quality issues

It is essential to carry out the tasks: Completed vocational training (e.g. merchant for IT system management) or otherwise acquired comparable knowledge and skills Knowledge and experience in quality management and assurance, preferably in IT support Good knowledge and experience in handling ticket systems according to ITIL processes Knowledge and first experiences in the analysis of tickets Knowledge of standard office programs Knowledge in the production and presentation of statistics, evaluations and presentations Knowledge of target-group-specific communication German language skills C2 (GER) Your willingness to carry out an extended safety review (SÜ 2) according to § 11 of the Berlin Security Audit Act (BSÜG) It is also advantageous to carry out tasks: You Excellent customer orientation, service readiness, organizational talent and pleasure in team work First experience in process management Structured, analytical and solution-oriented operation

Agile team work Digitization only works together. We value a vibrant agile teamwork and a dedicated leadership culture and perform team events. You'll get a mentor from the agile team to your side to get involved. Future security Safe employment in a versatile and responsible position with exciting and varied tasks. Work-life balance 30 days of recreational leave, free days on 24.12. and 31.12., flexible working hours possible, compensation of additional work possible, individual part-time models, possibility of mobile work and occupational childcare. Development perspectives A diverse range of training courses for the comprehensive integration and further development of your skills and skills. Health management We remain in motion through operational health management with operating sports groups, sports events, mobile massages, social and co-workers advice, and health courses. Benefits Compensation according to 3rd ÄTV ITDZ Berlin and additional services according to the collective agreement of the countries (TV-L), such as special payment of the year, additional service of the VBL, cash benefits, grant to the BVG company ticket or service bike, covered bicycle parking space, and the possibility of renting a car park, as well as a recommendation premium to recruit new employees. JOBV1_EN