Global IT Support & Service Excellence Leader

FREQUENTIS Deutschland GmbH; Wien; Vor Ort; EUR 81.000 - 99.000; Vollzeit

Zusammenfassung

Frequentis AG, headquartered in Vienna, seeks a Head of Group IT Support & Service Excellence to lead global user support (1st & 2nd level, OnSite-Support) and drive the group IT strategy. You will oversee 5 Vienna-based team members and an international support network, reporting to the Director Group IT.

You are fluent in German and English, with at least 4 years in leadership of IT support and a willingness to travel.

Qualifikationen

• Proven leadership experience of managing user support organisations in a corporate IT environment on an international scale.
• Knowledge of ITIL and experience with external service providers and complex SLAs.
• Familiar with modern ITSM tools, ticketing systems and KPI reporting for process optimisation.
• Excellent intercultural leadership and mentoring abilities for global teams.
• Fluent German and English with willingness to travel ~10%.

Aufgaben

• Govern global IT User Support (1st/2nd level, on-site) and help shape group IT strategy.
• Provide disciplinary leadership for the Vienna team and functional leadership for international colleagues.
• Manage external 24/7 1st-level providers, monitor SLAs, ensure service quality.
• Establish modern IT support standards, optimise ticketing processes, and define KPIs.
• Collaborate with business units and senior management to design a future-focused support organisation.

Kenntnisse

Leadership

ITIL knowledge

ITSM tools

Stakeholder management

KPIs

Languages: German & English

Ausbildung

IT/Business degree preferred

Tools

ITSM tools

Ticketing systems

Jobbeschreibung

Frequentis AG, headquartered in Vienna, seeks a Head of Group IT Support & Service Excellence to lead global user support (1st & 2nd level, OnSite-Support) and drive the group IT strategy. You will oversee 5 Vienna-based team members and an international support network, reporting to the Director Group IT.

You are fluent in German and English, with at least 4 years in leadership of IT support and a willingness to travel.