Manager IT Service Desk (m/f/d) - Augsburg

IGEL Technology; Augsburg; On-site; EUR 90,000 - 120,000; Full time

Job summary

IGEL Technology GmbH in Augsburg is seeking a Manager IT Service Desk to lead and further develop our global IT Service Desk organization. You will own user experience, drive service excellence, and ensure IT operations run smoothly and securely.

You will guide a distributed team across regions, design ITIL-based processes, monitor KPIs, collaborate with Infrastructure and Security, and push automation and AI-driven support initiatives to improve performance.

Qualifications

• Degree in Computer Science, Business Informatics, or equivalent qualification.
• Several years of experience in IT support or IT service management, ideally in an international environment.
• Proven leadership experience with distributed or cross-functional teams.
• Strong knowledge of ITIL processes, service management tools (e.g. Jira Service Management), and Microsoft technologies (M365, Intune, Azure AD).
• Excellent problem-solving and analytical skills.
• High customer orientation and ability to translate technical issues into business-relevant outcomes.
• Strong communication and stakeholder management skills.
• Fluent English and German skills (written and spoken).

Responsibilities

• Lead and manage the global IT Service Desk team (1st & 2nd level support).
• Foster, coach, and develop a high-performing international support team.
• Ensure high service quality, SLA adherence, and continuous process improvement.
• Design and optimize ITIL-based processes (Incident, Request, Problem, and Change Management).
• Collaborate closely with Infrastructure, Security, and Business Applications teams.
• Define and monitor KPIs, reports, and dashboards to measure service performance.
• Manage external vendors and service providers.
• Drive automation, self-service, and AI-driven support initiatives.
• Contribute actively to the global IT strategy and transformation roadmap.

Skills

Leadership

ITIL knowledge

Analytical skills

Stakeholder management

Problem solving

Customer orientation

Education

Degree in Computer Science or related field

Tools

Jira Service Management

Microsoft 365

Intune

Azure AD

Job description

LOCATION: Augsburg, Germany

THE ROLE

As Manager IT Service Desk (m/f/d), you will lead and further develop our global IT Service Desk organization. You will be responsible for delivering an outstanding user experience, driving service excellence, and ensuring that our internal IT operations run smoothly and securely.

TASKS AND RESPONSIBILITIES

• Lead and manage the global IT Service Desk team (1st & 2nd level support)
• Foster, coach, and develop a high-performing international support team
• Ensure high service quality, SLA adherence, and continuous process improvement
• Design and optimize ITIL-based processes (Incident, Request, Problem, and Change Management)
• Collaborate closely with Infrastructure, Security, and Business Applications teams
• Define and monitor KPIs, reports, and dashboards to measure service performance
• Manage external vendors and service providers
• Drive automation, self-service, and AI-driven support initiatives
• Contribute actively to the global IT strategy and transformation roadmap

EXPERIENCE AND QUALIFICATIONS

• Degree in Computer Science, Business Informatics, or equivalent qualification
• Several years of experience in IT support or IT service management, ideally in an international environment
• Proven leadership experience with distributed or cross-functional teams
• Strong knowledge of ITIL processes, service management tools (e.g. Jira Service Management), and Microsoft technologies (M365, Intune, Azure AD)
• Excellent problem-solving and analytical skills
• High customer orientation and ability to translate technical issues into business-relevant outcomes
• Strong communication and stakeholder management skills
• Fluent English and German skills (written and spoken)
• Hands-on mentality with a passion for innovation and automation

Florian HermannIGEL Technology GmbHMaria-Cunitz-Str. 728199 Bremen, Germany([phone]

Please note that we are unable to hire applicants residing in countries outside our legal entity countries.

Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship.

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives. IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.