Quereinsteiger gesucht: IT-Support (m/w/d)

Syntex GmbH; Stralsund; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Syntex GmbH is seeking a hands-on Datacenter Operations Manager to own client accounts from onboarding through delivery. You will manage the full ticket lifecycle, coordinate across planning, procurement, deployment, and sign-off, and ensure SLA commitments are met with direct vendor and internal collaboration.

You will oversee datacenter technical operations, including server hardware, cabling, power, cooling, and safety protocols, while maintaining dashboards for clients and stakeholders and

Qualifikationen

• 3+ years of experience in datacenter operations or a closely related field.
• Direct client-facing experience in a technical role — account management with a technical background.
• Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations.
• Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent.
• Experience owning project budgets, SOWs, or vendor purchase orders.
• Proven ability to manage and develop a small technical team.
• Strong written and verbal communication — you write tickets, emails, and client reports clearly.

Aufgaben

• Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle.
• Lead client onboarding, scoping calls, and technical review meetings.
• Translate client requirements into actionable work orders and internal tickets.
• Manage SLA commitments, report on delivery status, and handle escalations directly — without handoffs.
• Build long-term relationships that reduce churn and increase account expansion.

Kenntnisse

Client-facing experience

ITSM tooling

Server hardware

Budgeting & SOWs

Communication

Team leadership

Tools

Jira

ServiceNow

Zendesk

Jobbeschreibung

Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question.Projects span hardware deployment, structured cab...

Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question

Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture

Tickets get lost between technical and commercial teams — this role closes that gap

We are scaling and need a manager who can build process while staying hands-on with clients

Key Responsibilities

Client Ownership

Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle

Lead client onboarding, scoping calls, and technical review meetings

Translate client requirements into actionable work orders and internal tickets

Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs

Build long-term relationships that reduce churn and increase account expansion

Project & Ticket Management

Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform

Create, assign, prioritize, and close tickets with clear documentation at every stage

Track multi-workstream projects across planning, procurement, deployment, and sign-off

Identify blockers early and coordinate cross-functional resolution without escalating everything upward

Maintain a live project dashboard that clients and internal stakeholders can rely on

Datacenter & Technical Operations

Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling

Review and validate work orders for technical accuracy before client-facing delivery

Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics

Ensure adherence to datacenter safety, change management, and access protocols

Provide technical guidance to junior technicians and contractors on-site

Budget & Commercial Oversight

Track project budgets, flag overruns, and submit change orders when scope shifts

Review vendor invoices and validate against approved work orders

Assist in preparing quotes and SOWs for new client engagements

Maintain procurement records and ensure contract compliance for hardware and services

Team Management

Manage a team of technicians and/or project coordinators remotely that work onsite.

Set weekly priorities, conduct 1:1s, and run shift/resource planning

Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes

Identify skill gaps and work with leadership on training and hiring plans

Required Qualifications

3+ years of experience in datacenter operations, technical infrastructure, or a closely related field

Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure

Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations

Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent

Experience owning project budgets, SOWs, or vendor purchase orders

Proven ability to manage and develop a small technical team

Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time

Preferred Qualifications

Experience in a managed services, colocation, or cloud infrastructure environment

Familiarity with DCIM tools, asset management systems, or CMDB platforms

Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects)

Exposure to ITIL practices or formal change management processes