Global IT Support & Service Excellence Leader

FREQUENTIS Deutschland GmbH

Wien

On-site

EUR 81,000 - 99,000

Full time

14 days+

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Job summary

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.

Qualifications

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%.

Responsibilities

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.