User Service Manager (mfd)

New and Used cars marketplace AutoScout24; München; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading automotive marketplace in Munich is seeking a Global Helpdesk Manager to lead IT support for over 2400 employees. In this role, you will manage distributed teams across Europe, Canada, and India while ensuring exceptional service delivery and driving process improvements. Ideal candidates will have at least 5 years of IT support experience, including 3 years in management, with a strong focus on automation and employee satisfaction. Apply now for a dynamic career in a culturally diverse environment.

Qualifikationen

• 5 years of experience in IT support, at least 3 years in a leadership role.
• Experience managing global helpdesk teams.
• Fluent in English; German is a plus.

Aufgaben

• Lead the global helpdesk function ensuring exceptional IT service.
• Manage IT support teams across various regions.
• Maintain high support standards and develop process efficiencies.

Kenntnisse

Leadership in IT support

Customer-oriented mindset

Experience with IT automation

Strong KPI interpretation skills

Excellent communication skills

Tools

Jira Service Management

Microsoft 365

ITIL

Zoom

Slack

Okta

Jobbeschreibung

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 2400) 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

• Lead our global helpdesk function (L1 & L2 support) ensuring that every AutoScout24 employee receives exceptional IT service.
• Manage distributed IT support teams across Europe, Canada and India, driving operational excellence, consistent service delivery and continuous improvement across all regions.
• Maintain 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.
• Customer‑first mindset.
• 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.

A culture of growth

With over 50 nationalities represented, we are proud to welcome people of all backgrounds to our growing community and are 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.

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

Employment Type: Full Time