Manager IT Service Desk - Augsburg

As Manager IT Service Desk (m/f/d) , you will lead and further develop our global IT Service Desk organization. You will be responsible for delivering an outstanding user experience, driving service excellence, and ensuring that our internal IT operations run smoothly and securely., * Lead and manage the global IT Service Desk team (1st & 2nd level support)

• Foster, coach, and develop a high-performing international support team
• Ensure high service quality, SLA adherence, and continuous process improvement
• Design and optimize ITIL-based processes (Incident, Request, Problem, and Change Management)
• Collaborate closely with Infrastructure, Security, and Business Applications teams
• Define and monitor KPIs, reports, and dashboards to measure service performance
• Manage external vendors and service providers
• Drive automation, self-service, and AI-driven support initiatives
• Contribute actively to the global IT strategy and transformation roadmap, If you have any questions about the position or application process, our Talent Acquisition Team is happy to assist.

• Degree in Computer Science, Business Informatics, or equivalent qualification
• Several years of experience in IT support or IT service management, ideally in an international environment
• Proven leadership experience with distributed or cross-functional teams
• Strong knowledge of ITIL processes, service management tools (e.g. Jira Service Management), and Microsoft technologies (M365, Intune, Azure AD)
• Excellent problem-solving and analytical skills
• High customer orientation and ability to translate technical issues into business-relevant outcomes
• Strong communication and stakeholder management skills
• Fluent English and German skills (written and spoken)
• Hands-on mentality with a passion for innovation and automation