IT Manager (IT Support) f/m/d

The job at a glance Join our team and take ownership of IT service delivery across the DACH region. Working in the Corporate IT department, you will lead helpdesk operations, drive service excellence through KPI/SLA management, coordinate IT workplace projects, and act as a trusted IT partner for stakeholders. This role combines leadership, collaboration, and hands-on execution. We value thoughtful decision-making, strong communication, and a supportive leadership style just as much as technical expertise. With a pragmatic, mission-always-possible mindset, you will ensure high service quality, strong user satisfaction, and smooth collaboration between local and global teams.

Your responsibilities Lead end-to-end IT service delivery and helpdesk across DACH, ensuring high-quality support and user satisfaction

Monitor, analysis, and report on KPIs and SLAs; manage escalations and drive continuous service improvement

Act as primary IT liaison for regional stakeholders and coordinate closely with global teams and vendors

Lead and mentor a local team of 5, fostering an inclusive, customer-focused service culture

Plan and execute IT components of office moves and workplace projects, ensuring minimal business disruption

Your skills and qualifications Bachelor's degree in IT, Computer Science or related field (or equivalent experience); ITIL 4 Foundation required, advanced ITIL or Service Management certifications desired; PMP/PRINCE2 a plus

Native or fluent German and fluent English (written and spoken); additional European language(s)

Experience in IT service delivery/service management, including helpdesk and team coordination (around 5 years is ideal, but we value impact over exact timelines)

Strong knowledge of ITIL processes, ITSM tools (e.g., Freshservice, Jira Service Management), KPI/SLA management, and workplace IT infrastructure

Clear communicator with strong stakeholder management, problem-solving and conflict resolution skills; calm under pressure and comfortable working across cultures and time zones

For us as a community, it is important that you feel comfortable not only with us, but outside of work. Because your job should enrich your life. That's why we offer you the following benefits, among others: Protection & Provisions Company term life insurance – fully covered by Stepstone (after the probationary period) Company pension scheme – with staff advice from internal contacts Access to a 24/7 Employee Assistance Program (e.g., psychological counseling, coaching) Work life balance & mobility 31 days of vacation + Christmas Eve and New Year's Eve free Volunteer Days – paid time off for your social commitment JobRad, discounted parking, Germanyticket or Jobticket to choose from Fitness, Leisure & Extras Free in-house gym Free barista bar directly in the office Bring your dog to the office – we welcome four-legged friends Urban Sports Club membership at special rates Access to the Corporate Benefits Portal with numerous employee discounts Our commitment Equal opportunities are important to us. We believe that diversity, inclusion, and equal pay for equal work are critical to our success as a global company, so we aim to recruit, develop, and retain the best talent. We foster a respectful, supportive environment where different perspectives are valued and where leadership is defined not only by results, but so by collaboration, empathy, and integrity. We encourage applications from everyone — gender identity, sexual orientation, disability status, ethnicity, supply, age, parental status, or any other characteristic. .