Head of Unified IT Service & 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

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.