IT Service Coordinator

Do you want to do more than just “pass things along” in IT operations-do you want to understand technical processes, evaluate them thoroughly, and actively track them?

We are expanding our Service Operations team and are looking for a new team member as an IT Service Coordinator (m/f/d). The technical focus is on data center services (housing/hosting)-that is, services related to the hosting and operation of IT systems in the data center. Depending on the task at hand, you’ll also work on areas such as networking, DMZ, voice/VoIP, and provider services.

This is a technical coordination role: You will prioritize tasks, assess impacts, prepare decisions and approvals, and manage the relevant specialist teams and service providers. The technical implementation on systems and components will be handled by the respective specialists.

You will log incidents, service requests, and changes; assess technical issues; coordinate service providers; and ensure that processes are properly managed, documented, and completed.

This means you are neither a traditional PMO nor a pure service agent. You combine technical IT expertise, structured ticket management, a service-oriented mindset, and clear communication.

Your Mission

• Actively support service operations. You will log incidents, service requests, status inquiries, and change requests, evaluate them from a technical perspective, and ensure they are handled in a structured manner.
• Assess technical incidents. You determine whether an incident involves data center services (housing/hosting), the network, VLANs, proxies, voice/VoIP, firewalls, DMZs, provider services, or another specialized department. You don’t need to be an expert in all these areas yourself, but you must be able to ask the right questions and initiate the appropriate resolution path.
• Manage tickets effectively. You will categorize, prioritize, document, and track incidents in the ticketing system until they are resolved or handed off.
• Coordinate service providers. You provide technical guidance to external service providers, evaluate interim and final reports, and ensure that feedback is complete and traceable.
• Serve as the Single Point of Contact (SPOC). You serve as the point of contact for pre-qualified cases, status inquiries, and feedback, and ensure transparent communication.
• Monitor SLAs and quality. You support compliance with service levels, identify deviations, and assist in tracking corrective actions.
• Oversee changes and incidents. You assess technical and operational impacts, prepare information, decisions, and approvals, and coordinate further processing with subject matter experts and service providers.
• Improve documentation. You maintain ticket information, operational documentation, service information, assets, and handover documents in a traceable and complete manner.

• You have a genuine understanding of IT. You don’t have to administer every component yourself, but you understand the technical interrelationships in IT operations.
• You are familiar with service and ticket processes. Terms like incident, service request, change, problem, SLA, prioritization, and escalation are second nature to you.
• You have a technical background. Ideally, you’re familiar with data center services, housing/hosting, or a comparable operational environment. Alternatively, you have solid experience in networking, voice/VoIP, firewall/DMZ, or ISP management. You’ll have the opportunity to deepen your knowledge of the remaining topics with us.
• You work in a structured and reliable manner. You meticulously track tickets, statuses, deadlines, feedback, and responsibilities.
• You communicate clearly. You can speak to clients, providers, technicians, internal departments, and colleagues in a manner appropriate to your audience.
• You stay on top of things. You consistently follow up on open issues and ensure that processes don’t fall by the wayside.
• You document thoroughly. For you, good documentation is part of the solution-not just a mandatory task.
• You are service-oriented. You think not only in terms of responsibilities, but also in terms of effective workflows and verifiable results.

What you ideally bring to the table:

• Technical training: Completed IT training (e.g., IT Specialist for System Integration) or a comparable qualification,
• Experience in IT service operations, service desk, 2nd-level support, IT operations, or a technical coordination role,
• Practical experience or a solid foundational understanding in at least one technical focus area-ideally data centers, housing/hosting; alternatively, networking, voice/VoIP, firewall/DMZ, or provider services,
• Experience with ticket systems or ITSM tools, e.g., Jira Service Management, ServiceNow, Matrix42, OTRS, or similar,
• Experience collaborating with external service providers or ISPs,
• Proficiency in handling documentation, Excel, reporting, and service records,
• Excellent written and spoken German skills,
• A meticulous, independent, and resilient work style., * Ability to work independently
• Strong execution skills
• Conceptual thinking & solution design
• In-depth technical understanding of infrastructure
• Consulting and Communication Skills

• Working as an equal & taking on real responsibility. You’ll manage technical service processes that have a tangible impact on stable IT operations.
• Flexible work arrangements. Hybrid work, flexible hours, and 20 to 40 days of vacation.
• Professional Development. We support you with personalized training, e.g., in ITIL, ITSM, data center services, networking fundamentals, Voice/VoIP, reporting, or service management.
• Team & Collaboration. Events, workshops, and our coworking space “wunderbar” foster collaboration and team spirit.
• Modern Equipment. You’ll work with up-to-date hardware and software in a productive work environment.
• Gross annual salary: €38,000 - €54,000

Even if not everything is a perfect fit…

If you’re eager to take on responsibility, actively shape things, and help us further develop our services, we look forward to receiving your application. Learn more about the group at www.communisystems.com

Communisystems Group - Breaking New Ground Together

At Communisystems, we’re more than just a technology network-we’re a strong team that helps companies successfully navigate their digital transformation.

Since 2016, we have relied on innovation, collaboration, and progress to provide solutions across all areas of IT: from IT infrastructure to cloud and IT security, all the way to custom software development. With outstanding expertise, we successfully manage complex and large-scale digital rollout projects for major clients, municipalities, and schools.

We, too, are an example of change: What started as a small company has grown into a dynamic group with over 100 dedicated colleagues across multiple locations in the DACH region and beyond. We’re writing our success story together-and we’d love for you to be a part of it!

Company Culture With us, you’ll find not only exciting projects but also a company culture rooted in collaboration, responsibility, openness, and a passion for technology. We’re looking for people who want to grow with us, contribute their ideas, and shape the future together with us.

The Communisystems Group includes Communisystems-Care GmbH, Commpanion GmbH, hup-si GmbH, light ds GmbH, and wunderbar.

Become part of this diverse and innovative community-we look forward to welcoming you!