Support Service Manager (w/m/d)

JR Germany; Berlin; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A technology distributor seeks a Support Service Manager in Berlin to oversee their service desk team. The role involves managing support processes, ensuring compliance, and leading team development in alignment with ITIL practices. This position offers diverse responsibilities and opportunities for professional growth in a dynamic sector.

Leistungen

30 vacation days + 30 Workation days

Flexible hours and home office options

Pension plan

Employee Assistance Program

Volunteer Day

Laptop and business mobile phone

Qualifikationen

• Degree in business administration, computer science, or vocational training.
• Professional experience in IT team management or service desk.
• Fluency in English and ideally German.

Aufgaben

• Manage team of service desk analysts, providing first- and second-line support.
• Align service desk structure according to ITIL best practices.
• Lead integration of new business units into the service desk.

Kenntnisse

Leadership

Communication

Customer Focus

ITIL Knowledge

Ausbildung

Degree in business administration or computer science

Jobbeschreibung

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To support our dedicated Support Services Team in Berlin, we are looking for an experienced:

Support Service Manager (m/w/d)

Your Key Responsibilities:

1. Manage our team of service desk analysts, team leads, and supervisors, providing first- and second-line support for a global organization.
2. Build up the service desk staff team, track and execute training requirements, and promote professional development through performance reviews and coaching.
3. Align service desk structure, policies, and service offerings according to ITIL best practices.
4. Expand the knowledge base of processes, procedures, and support documentation used by staff and end users.
5. Own incident management and request fulfillment processes, working closely with service delivery and other IT support groups to develop SLAs.
6. Manage service level compliance through review and analysis of actual performance against SLAs.
7. Measure service levels and quality standards, reporting and identifying opportunities for improvement.
8. Lead the integration of new and non-supported business units into the service desk.
9. Participate as an active member of the European management team, involved in developing and reviewing European support strategies and processes.

Qualifications & Requirements:

• Degree in business administration, computer science, or vocational training in relevant fields.
• Professional experience in technical team management in IT, managing service desks or 1st/2nd Level Support, preferably in security networks or unified communication.
• Experience in Service Delivery Management is advantageous.
• Ability to thrive in a fast-paced environment with diverse projects.
• Excellent communication, assertiveness, leadership, determination, and strong customer focus, fluent in English and ideally German.
• Extensive knowledge of ITIL V3 with certification.

About Us:

Westcon is a value-added technology distributor specializing in Security, Collaboration, Networking, and Data Center solutions. We are transforming the technology supply chain through Cloud, Services, and Global Deployment capabilities, operating under the Westcon and Comstor brands.

What we offer you:

• Varied and responsible tasks in a growing sector of the IT distribution industry.
• Development opportunities through our Europe-wide Academy, including certification.
• Work with a variety of exciting partners due to our unique business model.
• High work-life balance with home office options and flexible hours.
• Attractive remuneration, including a laptop and business mobile phone.
• Integration into a national and international team of experts.
• Additional benefits: 30 vacation days + 30 Workation days, bike leasing, employee discounts, pension plan, Employee Assistance Program, and Volunteer Day.

Interested and qualified? Then apply right now!