Head of Service Desk (m/f/d)

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(code 2026-29) You want to lead a central service unit, develop a team and improve service quality measurably? Take responsibility for 23 employees in the Service Management department – with a clear focus on leadership, control and continuous development.

You guide the service management department professionally as well as conceptually and develop your team further in the future Your focus is on the further development and control of the Service Desk and the service and ticket control as a modern, service- and quality-oriented central point of contact for our customers and internal users. You control the change from a predominantly operative unit to a more co-ordinating function and actively accompany change processes You establish efficient service processes and clear responsibilities with the aim of continuous optimisation as well as a streamlined service delivery You are responsible for maintaining and developing service levels, analysing key figures, conducting improvement measures and strengthening transparency Your team guides you with clear orientation, strengthens self-responsibility and also manages to act in different interests, sovereign and solution-oriented. You work closely with different stakeholders as a central point of intersection and ensure a frictionless service

A completed study in the field of (economic) computer science or a comparable qualification forms your basic subject Multiannual leadership experience in IT services enables you to safely control teams, develop employees and actively accompany change processes You realize clearly, value-estimating and binding, you communicate to find pragmatic solutions and understand leadership as an active development task You work safely with key figures, identify needs for action from data and make specific measures to further develop services and structures Service quality is a measurable claim for availability, liability, solution orientation and customer satisfaction You have a well-founded knowledge of service management and a good understanding of service-oriented processes and processes according to ITIL Your profile is rounded off by very good knowledge of German

Custom onboarding, tight sampling time and your personal sponsor (m/w/d) Flex-Office and the possibility of mobile work; Regular local cooperation, including in the framework of joint team days, as well as close proximity to our sites are important to us. Training opportunities and regular development talks Certified occupational health management with Hansefit, health events, external consulting services and more Corporate Benefits such as employee events, employee rebates, discounted Germany ticket as well as old-age provision and support for child care costs