Team Lead IT Service Desk (all genders)

Tonies; Düsseldorf, Herford-Stadt; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen sucht einen Engineering Manager für den IT-Service-Desk, um ein globales Team zu leiten und die Servicequalität zu optimieren. In dieser spannenden Rolle werden Sie Prozesse verbessern, Dokumentationen erstellen und Automatisierung vorantreiben, um ein nahtloses IT-Support-Erlebnis zu schaffen. Mit einem engagierten Team in mehreren Zeitzonen werden Ihre Beiträge entscheidend sein, um die Effizienz und Qualität des IT-Supports für alle Mitarbeiter zu gewährleisten. Wenn Sie eine Leidenschaft für Technologie und Teamführung haben, könnte dies die perfekte Gelegenheit für Sie sein.

Qualifikationen

• Erfahrung in der Führung eines IT-Service-Desk-Teams mit Fokus auf Servicequalität.
• Starke Kenntnisse in IT-Automatisierung und Infrastruktur als Code.

Aufgaben

• Leitung und Schulung eines Teams von 10 IT-Service-Desk-Profis.
• Sicherstellung hoher Servicelevels und Optimierung von Prozessen.

Kenntnisse

IT-Service-Management

Problem-solving

Stakeholder Management

IT-Automatisierung

Infrastruktur als Code (IaC)

Scripting

ITIL

Fließend Englisch

Ausbildung

Bachelor in Informatik

Bachelor in IT-Management

Tools

ITSM-Tools

Cloud-Technologien

Microsoft

Apple

Linux

Jobbeschreibung

About tonies:

tonies is the world’s largest interactive audio platform for children with around 8 million Tonieboxes and more than 100 million Tonies figurines sold. The intuitive and award-winning audio system has changed the way young children play and learn independently with its child-safe, wireless, and screen-free approach. As the original category creator in interactive audio for children, tonies stands apart in its pioneering approach and market leadership.

Tonieboxes have been activated in over 100 countries, the content portfolio includes more than 1,100 Tonies figurines in several languages. Since its inception, tonies has achieved significant milestones, including listing on the Frankfurt Stock Exchange in November 2021 as well as a globally present team of over 550 dedicated professionals operating from various countries.

Joining our tonies team means being part of an inspiring mission to create innovative and meaningful experiences for children around the world. Together, we’re shaping the future of play, learning, and imagination.

What we are looking for:

• Bachelor's degree in Computer Science, IT Management, or a related field

• Proven leadership experience in an IT Service Desk or technical support role

• Strong background in IT automation, Infrastructure as Code (IaC), and scripting

• Experience managing IT support in a hybrid setup with diverse technologies

• Familiarity with ITIL frameworks and modern ITSM solutions

• Excellent problem-solving and stakeholder management skills

• Fluency in English (additional languages are a plus)

You as part of tonies:

As Engineering Manager IT Service Desk, you will lead and develop our global IT Service Desk team, ensuring a high level of service quality across multiple time zones (US, EU, CN, AU). You will drive process optimization, enhance documentation, and establish a high degree of automation to create a seamless IT support experience for all employees.

Your tasks and responsibilities will include:

• Leading and upskilling a team of 10 IT Service Desk professionals in a fast-paced environment

• Ensuring high service levels, proper documentation, and streamlined processes

• Standardizing IT service quality across all tonies' subsidiaries

• Driving automation, self-service solutions, and proactive issue resolution

• Managing a hybrid IT landscape (Apple, Microsoft, Linux) with cloud and on-prem components

• Collaborating with internal teams to ensure efficient IT operations

• Implementing and optimizing ITSM tools, workflows, and reporting

• Overseeing IT asset management and endpoint security

• Partner, vendor & contract Management

• Providing hands-on support when needed and acting as an escalation point

Good to know:

As part of our principles, we are committed to supporting inclusion and diversity at tonies. We actively celebrate our colleagues’ different abilities, ethnicities, faith and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

We look forward to hearing from you!

Sabine Schykowski
Recruiting & Onboarding Partner