IT Manager (IT Support)
Role details
Job location
Tech stack
Job description
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 operations across DACH, ensuring high-quality support and user satisfaction
- Monitor, analyse, 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
Requirements
Do you have experience in Leadership?, Do you have a Bachelor's degree?, * Bachelor's degree in IT, Computer Science or related field (or equivalent experience); ITIL 4 Foundation required, advanced ITIL or Service Management certifications desirable; PMP/PRINCE2 a plus
- Native or fluent German and fluent English (written and spoken); additional European language(s) advantageous
- 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
Benefits & conditions
For us as a community, it is important that you feel comfortable not only with us, but also outside of work. Because your job should enrich your life. That's why we offer you the following benefits, among others:
Protection & Provision
- Company term life insurance - fully covered by Stepstone (after the probationary period)
- Company pension scheme - with personal 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, Deutschlandticket 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 also 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 also by collaboration, empathy, and integrity.
