Team Leader (m/f/d) IT Service Desk and Support


  • Office: Heidelberg
  • Years of experience: 2-5
  • Schedule: full time


  • HE199_005 

We are looking for

  • As part of the further expansion of our IT team, we are looking for a team leader (m/f/d) for our full-time IT Support/Service Desk.

Your responsibilities

  • Technical management of employees and trainees in IT support and service desk
  • Qualified support of our management and management
  • Further development and control of our ITIL support processes
  • Continuous improvement of service quality, compliance with SLAs and reporting of KPIs to the department head
  • Development and ongoing development of a user FAQ database and knowledge base
  • Procurement, installation, configuration and administration of client hardware and software as well as mobile end devices
  • Responsible for error qualification and solution in software and hardware technology problems of our users
  • Answering user questions about systems and applications
  • Qualification and documentation of inquiries and malfunctions in our ticket system
  • Remote support of our national and international subsidiaries

Your qualifications

  • Completed IT training or comparable qualification in the IT field
  • Sound professional experience in the above-described field of activity  
  • Experience in the technical management of employees
  • Very good knowledge of the current Microsoft Client operating systems and Office365
  • Experience with or certification according to ITIL Foundation v3 or newer
  • Good knowledge of current client hardware and software
  • Knowledge of Matrix42 Empirum and ServiceDesk desirable
  • Basic knowledge of Microsoft Server 2016 or 2019 and Active Directory
  • Basic knowledge of networks
  • Practical experience in an internationally active company would be an advantage

Your profile

  • Good command of German and English (written and spoken)
  • High social competence and reliability
  • Very good analytical skills and a service- and solution-oriented way of working
  • Strong concept, independent work and team orientation
  • Enthusiasm for innovative technologies
  • Willingness to travel (approx. 10%)

We offer

  • Interesting, challenging work at a dynamic international company
  • An open business culture and a pleasant working environment
  • Modern workplaces
  • Performance-based compensation
  • A highly motivated team in an international environment
  • An attractive office in Heidelberg's Bahnstadt district, including Job ticket
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