e-shelter security GmbH | Germany | 60xxx, 65xxx Frankfurt am Main | Permanent position | Full time | Published since: 25.01.2026 on stepstone.de
Case Manager (m/f/d)
As a service manager, you will ensure that customer requests are handled smoothly, efficiently and in high quality. You are the central interface between customers, internal departments and external partners and contributes significantly to customer satisfaction and service quality. .
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Your tasks • Your profile • What we offer
You receive service and technical support requests, prioritize them and provide first support in 1st level support. You document all processes completely and forward complex cases to the 2nd level support. You monitor ticket progress, detect critical incidents early and escalate in SLA violations. By analyzing recurring problems, you identify optimization potentials. You agree closely with internal specialist departments, service partners and customers. For projects, you accompany the integration into the ongoing service operation and support in escalation management.
Experience in IT service management, ideally in a security environment. Knowledge of systems such as ServiceNow (Incident, Problem, Request, Knowledge Management). Confidence with ITIL processes and understanding of technical relationships. Experience in handling KPIs, SLA tracking and reporting. Very good knowledge of German and English in word and writing.
You expect the highest development opportunities in an established, growing company We invest a lot in continuing our employees You receive a monthly tax-free allowance of 50 euros You get access to over 800 partners of our Corporate Benefits program What awaits you with us: summer parties, Christmas parties, food grant for the canteen, 30 days vacation
Location
 | e-shelter security GmbH | |
| 60489 Frankfurt am Main | ||
| Germany |
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