Service Desk Team Lead

Jobtailor; Eutin; Vor Ort; EUR 81.000 - 99.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a Service Desk Leader to drive functional and organizational growth of the team, ensuring efficient and customer-focused support. You will implement AI-enabled processes, optimize workflows, and develop knowledge bases while collaborating with multiple departments to raise service quality.

The role requires extensive service desk experience, people leadership, and strong German/English communication skills to manage B and C customers effectively.

Qualifikationen

• Several years in a Service Desk, support, or operations environment.
• Experience managing employees and teams.
• Strong relationship management and partnership building skills.
• Experience defining and optimizing processes.
• Good knowledge of service management and customer support.
• Strong technical understanding of IT and ERP environments.
• Experience working with KPIs and reporting.
• Excellent planning, organizational, and prioritization skills.
• Strong customer and service orientation.
• Excellent German and English communication skills.

Aufgaben

• Provide functional and organizational leadership for the Service Desk team and support its ongoing development.
• Ensure professional, efficient, and customer-focused support.
• Manage day-to-day operations and continuously improve support processes.
• Implement and develop AI-enabled support processes.
• Improve existing workflows and realize automation opportunities.
• Create, maintain, and enhance support documentation, knowledge bases, and work instructions.
• Establish standardized processes, and acquire, plan, and deliver updates for B and C customers.
• Strategically develop the Service Desk into a central technical second-level support unit.
• Define and monitor relevant KPIs, including ticket volume, customer satisfaction, utilization, and service quality.
• Collaborate with Professional Services, Development, Product Management, Sales, Operations, and the Bug Team.

Kenntnisse

Service Desk Management

Process Optimization

KPI Definition

Customer Support

Bilingual German/English

Jobbeschreibung

• Provide functional and organizational leadership for the Service Desk team and support its ongoing development
• Ensure professional, efficient, and customer-focused support
• Manage day-to-day operations and continuously improve support processes
• Implement and develop AI-enabled support processes
• Improve existing workflows and realize automation opportunities
• Create, maintain, and enhance support documentation, knowledge bases, and work instructions
• Establish standardized processes, and acquire, plan, and deliver updates for B and C customers
• Strategically develop the Service Desk into a central technical second-level support unit
• Define and monitor relevant KPIs, including ticket volume, customer satisfaction, utilization, and service quality
• Collaborate with Professional Services, Development, Product Management, Sales, Operations, and the Bug Team

Requirements

• Several years of experience in a Service Desk, support, or operations environment
• Experience managing employees
• Strong relationship management skills and the ability to successfully build internal and external partnerships
• Experience defining and optimizing processes
• Good knowledge of service management and customer support
• Strong technical understanding of IT and ERP environments
• Experience working with KPIs and reporting
• Excellent planning, organizational, and prioritization skills
• Strong customer and service orientation
• Excellent communication skills in German and English
• High level of initiative and willingness to take responsibility

Core Competencies

Demonstrates strong leadership in managing Service Desk operations, focusing on customer support, process optimization, and the implementation of AI-enabled solutions. Proficient in defining KPIs and enhancing workflows to improve service quality and customer satisfaction.

Highest-signal resume keywords

• Service Desk Management
• Process Optimization
• KPI Definition and Monitoring
• Customer Support
• Bilingual Communication (German and English)

Hard Skills

• Service Management
• IT Support
• ERP Environments
• Workflow Automation
• AI-Enabled Support Processes

Soft Skills

• Relationship Management
• Planning and Organization
• Customer Orientation
• Initiative and Responsibility

Industry Keywords

• Technical Support
• Second-Level Support
• Knowledge Base Management
• Support Documentation
• Customer Satisfaction