Service Manager IT & Support (m/w/d)

IT SupportIT SupportFull TimeRemoteLeadTeam 51-200

Location

Germany

Posted

56 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Service Manager IT & Support (m/w/d)

reos

Dein täglicher Verantwortungsbereich: - Im Mittelpunkt der Rolle steht der Aufbau und die Weiterentwicklung eines zentralen Service Layers über unsere technischen Bereiche (Software, IT, IoT und DevOps) hinweg. - Die Steuerung und Koordination unserer 1st-Level-Supporter sowie externer Dienstleister gehören ebenso zum Verantwortungsbereich, mit dem Ziel, eine strukturierte und serviceorientierte Bearbeitung aller Anfragen sicherzustellen. - Zentrale IT-Service-Management-Prozesse (Incident, Request, Problem, Change) werden durch dich etabliert, betrieben und kontinuierlich weiterentwickelt. - Ein besonderer Fokus liegt auf der Definition und Überwachung von Service-Leveln (SLAs), KPIs sowie Reporting-Strukturen, um Transparenz zu schaffen und Qualität messbar zu machen. - Auch der Aufbau und die Pflege eines klar strukturierten, nutzerorientierten Servicekatalogs (inklusive der Abbildung in Tools wie Jira Service Management) sind Teil der Rolle. - Bestehende Support- und Serviceprozesse werden regelmäßig analysiert und gezielt in Richtung Standardisierung, Automatisierung und Effizienz weiterentwickelt. - Als zentrale Schnittstelle zwischen Fachbereichen und Tech-Teams wird eine klare und verbindliche Kommunikation sichergestellt. - Darüber hinaus wird eine nachhaltige, kunden- und serviceorientierte Denkweise innerhalb der Organisation aktiv gefördert. Deine Kompetenzen: - Fundierte Erfahrung im Bereich IT Service Management (ITSM) sowie ein gutes Verständnis gängiger Best Practices werden vorausgesetzt; Kenntnisse in ITIL sind von Vorteil. - Erfahrung in der Steuerung von Support-Organisationen oder Serviceprozessen sowie im Umgang mit unterschiedlichen Stakeholdern ist wichtig. - Ein strukturiertes, prozessorientiertes Denken sowie ein ausgeprägtes Verständnis für Servicequalität, Skalierbarkeit und Effizienz zeichnen dein Profil aus. - Der Umgang mit Jira Service Management oder vergleichbaren Tools ist dir vertraut. - Du verfügst über ein grundlegendes technisches Verständnis in den Bereichen Office-IT und Microsoft M365. - Eine strukturierte, lösungsorientierte Arbeitsweise sowie der Anspruch, Dinge nachhaltig zu verbessern, werden erwartet. - Kommunikationsstärke, Verbindlichkeit sowie ein Auftreten auf Augenhöhe, auch über Team- und Fachbereichsgrenzen hinweg, runden dein Profil ab. - Sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift werden vorausgesetzt. Unsere Werte, dein Mindset: - Team First: Ein Team, ein Ziel- Gemeinsam sind wir stark. Wir wachsen durch gegenseitige Unterstützung. - Customer Success Is Our DNA: Identifiziere, hinterfrage und verfolge die Ziele Deines Kunden. Feiert gemeinsam den Erfolg. - Never Stop Reinventing: Sei offen für Neues und gehe Veränderungen mutig an. Hinterfrage Prozesse, liefere Lösungsvorschläge und neue Ideen. - Be Yourself And Make Goals Work: Sei Du selbst. Erreiche Großes! Deine Benefits bei uns: - Remote Work: Flexibles Arbeitsmodell – Arbeite bis zu 100% remote innerhalb Deutschlands oder nutze unser modernes Office in Hamburg nach Bedarf. - Workation: Arbeitsumfeld mit Urlaubsfeeling – genieße die perfekte Symbiose aus produktiven Schaffen und entspannter Atmosphäre im europäischen Raum. - Wellbeing: Betriebliches Gesundheitsmanagement – ein jährliches Gesundheitsbudget sowie eine bezuschusste Mitgliedschaft beim Urban Sports Club. - Altersvorsorge: Attraktive Bezuschussung zur betrieblichen Altersvorsorge – sichere Deine Zukunft mit unserer Unterstützung. - Hardware: Modernste Technik – damit wir gemeinsam innovativ bleiben. - Rabatte: Attraktive Angebote – genieße attraktive Rabatte bei über 1.500 Anbietern aus den Bereichen Sport, Mobilität, Mode und Reisen und nutze unsere Sachbezugskarte von Edenred für zusätzliche Vergünstigungen. - Knowledge Base: Gezielt und On The Job – ergreife die Chance für vielfältige, individuelle Entwicklungs- und Weiterbildungsmöglichkeiten. - Networking: Nicht ohne mein Team – freue Dich auf regelmäßige Teamevents. - Keine Sorge, wir haben die wirklich wichtigen Dinge nicht vergessen – bei uns gibt es auch kostenlose Limonade und den allseits beliebten Obstkorb.

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