Senior IT support incl. lead for 2 colleagues (m/f/d)

SKR Travel is the original for special adventure trips in small groups – worldwide. We give our guests exceptional travel experiences and thereby bring about a persistently strong company growth. For our further growth we are looking for: Senior IT Support (m/w/d) Lead for 2 colleagues WILLCOME in the IT team! As Leading Senior IT Support & Operations (m/w/d), you are strongly contributing to our corporate success: As part of the 6-member IT infrastructure team, your role combines operational, hands-on IT service desk tasks with professional leadership for 2 colleagues. Your goal is to ensure optimal user support through the Service Desk and thus to ensure a stable and performant IT operation. This makes you essential to the stability, service quality and scalability of our IT services. You want to work with really nice colleagues? You want to feel that your work makes a big difference? You want to take responsibility and grow together with us? Then get involved!

Your journey with us Operational leadership of the Service Desk team: professional responsibility for the structure and achievement of the Service Desk team. Control of day-to-day operations: planning, prioritization of ticket queues and distribution of work items as well as ensuring a stable helpdesk operation and SLA-oriented processing of incidents. Technical support (2nd level tickets), for example analysis and solution of complex hardware, software, network or application problems Central escalation center for complex incidents before the integration of specialised teams Ensuring service quality and process standards: compliance & further development of IT service management processes (ITIL-4/ITSM), clear roles and escalation paths. Service Performance and Continuous Optimization: Analysis of Service Keys such as SLA, First Contact Resolution, etc. and derivation of Improvement Measures. Documentation Standards & Knowledge Management: Ensuring consistent, understandable documentation about playbooks and standard. Coaching of the Service Desk team: performing regular 1:1, development, quarterly and annual discussions including performance management. Close cooperation with the Head of IT and stakeholders from the digital sector: Operational implementation of strategic targets, reporting on team performance, risks and capacities, and preparation of decision-making bases.

What you do You have proven to bring experience in operational management or comparable management in service or helpdesk teams. You have a very good understanding of IT service management (ITIL 4 / ITSM). You have a basic understanding of Microsoft-365 environments. You are not afraid of responsibility: competencies in coaching, feedback, conflict resolution and performance management have already been built up. You are curious, you want to develop yourself personally and professionally and perceive challenges as a chance You have a distinct analytical mindset, a structured way of working, and you work target-oriented You have the ability to maintain and prioritize a cool head in stressful situations

What we do for you You contribute significantly to the success of the company and feel it! Super nice, dedicated and motivated colleague: Honest feedback and continuous development New work culture with temporal and spatial flexibility Bright, modern office with lots of glass in the scenery “Belgian Quarter” in the heart of Cologne At any time free fruit, vegetables, coffee, tea & water Regular team events and afterworks Attractive grants for occupational pension provision and the German ticket Granting your Urban Sports Club membership and own SKR sports offers We live travels: strong benefits for your private trip through our tourist network! !