User Service Manager (m/f/d)

Scout24 Holding GmbH; München; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading IT services company in Munich is seeking a User Services Manager to lead global helpdesk operations. You will be responsible for ensuring high-quality IT support, managing teams across Europe, Canada, and India, and driving service improvements with a focus on automation and employee experience. Ideal candidates will have over 5 years of IT support experience, strong leadership skills, and a passion for technology.

Qualifikationen

• 5+ years of experience in IT support, with at least 3 years in a leadership role.
• Experience managing multi-regional or global helpdesk teams.
• Fluency in English; German is a plus.

Aufgaben

• Lead the global helpdesk function, ensuring exceptional IT service.
• Manage distributed IT support teams across regions.
• Develop automation and process efficiency to enhance service.

Kenntnisse

IT support experience

Leadership or managerial experience

Automation and AI technologies

KPI tracking and performance metrics

ITSM frameworks (ITIL)

Excellent communication skills

Tools

Jira Service Management

Microsoft 365

Okta

Zoom

Slack

Jobbeschreibung

Overview

A career driven by you. Join AutoScout24 Group and experience life in the fast lane. We’re not just leading the market; we’re creating it. We’re constantly innovating, evolving and transforming things for our customers. We’re driven, ambitious and determined to do our best work, together. For a career that doesn’t stand still, where you can put your ideas in the driving seat and change the way the world moves, join our global community.

The User Services team is part of AutoScout24’s Employee Tech organization, responsible for delivering world-class IT support and ensuring a seamless digital workplace experience for all employees (over 2,400) across 24 offices worldwide. The team provides Level 1 and Level 2 support for all internal IT topics — from identity, access, and account management to hardware, software, collaboration tools, and many more. It also manages onboarding and offboarding, supports company events, and oversees office infrastructure. With support engineers located in Europe, Canada, and India, the team operates across multiple time zones to offer consistent, high-quality support. It plays a crucial role in maintaining employee productivity, driving automation and process excellence, and shaping the overall employee technology experience at AutoScout24.

What you’ll do

• As the User Services Manager, you will lead our global helpdesk function (L1 & L2 support), ensuring that every AutoScout24 employee receives exceptional IT service.
• You’ll manage distributed IT support teams across Europe, Canada, and India, driving operational excellence, consistent service delivery, and continuous improvement across all regions.
• You will be responsible for maintaining high-quality support standards, ensuring quick and empathetic resolution of issues, and developing automation and process efficiency to scale the service globally — while maintaining our strong focus on employee experience.

What you should bring

• 5+ years of experience in IT support, with at least 3 years in a leadership or managerial role.
• Proven experience managing multi-regional or global helpdesk teams.
• Passion for leveraging modern automation, AI, and GenAI technologies to enhance user experience, streamline operations, and evolve support capabilities.
• Metric-driven — experienced in defining, tracking, and interpreting KPIs and performance metrics (e.g., SLAs, CSAT, backlog trends) to continuously improve service quality and efficiency.
• Strong understanding of ITSM frameworks (ITIL), Jira Service Management, and modern digital workplace technologies (Microsoft 365, Okta, Zoom, Slack).
• Experience with identity, access, and account management processes.
• Excellent communication and stakeholder management skills — fluency in English is mandatory; German would be a plus.
• Demonstrated success in driving service improvement, automation, and employee satisfaction.

Culture and benefits

With over 50 nationalities represented, we’re proud to welcome people of all backgrounds to our growing community, and we’re always finding new ways to help people feel welcomed and included. Here, you’ll have the tools, training and support you need to work in a way that suits you, learn new skills and reach your potential.

Apply

For a career where you can drive our business and shape your future, apply now.