Head of Service and Support Operations

emagine; Polska; On-site; PLN 439,000 - 614,000; Full time

Job summary

emagine is seeking a Head of Service and Support Operations to unite internal IT Service and external Customer Support into a single, efficient operating model. You will establish SLAs, oversee a centralized service desk, and guide a federated team of 7 FTEs in IT Service and Customer Support.

We expect 4+ years of leadership experience, strong ITSM tooling skills (Jira Service Management, Zendesk), and knowledge of IAM and corporate infrastructure.

Qualifications

• 4+ years leading IT service desk or customer support teams.
• Right to work in Germany and reside in Berlin.
• Proficient with Jira Service Management and Zendesk.
• Knowledge of IAM and corporate infrastructure.
• Experience with SLA management and incident reporting.

Responsibilities

• Set, monitor, and enforce SLAs for internal and external support.
• Architect and manage centralized service desk infrastructure and incident tooling.
• Lead and scale a federated team of 7 FTEs in IT Service and Customer Support.
• Drive major incident management workflows and stakeholder communications.
• Implement QA auditing and track KPIs.

Skills

Leadership

SLA management

Incident reporting

IAM awareness

Tools

Jira Service Management

Zendesk

Job description

Summary

The Head of Service and Support Operations is tasked with leading the integration of internal IT Service and external Customer Support teams to create a unified, efficient operating model that emphasizes service quality and operational excellence.

Responsibilities

• Establish, monitor, and enforce SLAs for internal services and external support.
• Architect and manage centralized service desk infrastructure and incident response tooling.
• Lead, mentor, and scale a federated team of 7 FTEs in IT Service and Customer Support.
• Drive major incident management workflows and ensure stakeholder communication.
• Implement rigorous QA auditing and track key performance indicators.

Must Haves

• 4+ years of experience in IT Service Desk or Customer Support leadership.
• Legal right to work in Germany and reside in Berlin.
• Proficiency with ITSM tools like Jira Service Management and Zendesk.
• Understanding of Identity & Access Management and corporate infrastructures.
• Experience with SLA management and incident reporting.

Nice to Haves

• Familiarity with regulatory frameworks like GDPR and ISO 27001.
• Experience with AI-driven operations and automation tools.