Manager IT Service Desk (m/f/d) - Augsburg

LOCATION: Augsburg, GermanyTHE ROLE:As Manager IT Service Desk (m/f/d), you will lead and further develop our global IT Service Desk organization. You will be responsible for delivering an outstanding user experience, driving service excellence, and ensuring that our internal IT operations run smoothly and securely.TASKS AND RESPONSIBILITIES:Lead and manage the global IT Service Desk team (1st & 2nd level support)Foster, coach, and develop a high-performing international support teamEnsure high service quality, SLA adherence, and continuous process improvementDesign and optimise ITIL-based processes (Incident, Request, Problem, and Change Management)Collaborate closely with Infrastructure, Security, and Business Applications teamsDefine and monitor KPIs, reports, and dashboards to measure service performanceManage external vendors and service providersDrive automation, self-service, and AI-driven support initiativesContribute actively to the global IT strategy and transformation roadmapEXPERIENCE AND QUALIFICATIONS:Degree in Computer Science, Business Informatics, or equivalent qualificationSeveral years of experience in IT support or IT service management, ideally in an international environmentProven leadership experience with distributed or cross-functional teamsStrong knowledge of ITIL processes, service management tools (e.g. Jira Service Management), and Microsoft technologies (M365, Intune, Azure AD)Excellent problem-solving and analytical skillsHigh customer orientation and ability to translate technical issues into business-relevant outcomesStrong communication and stakeholder-management skillsFluent English and German skills (written and spoken)Hands-on mentality with a passion for innovation and automationInterested? Apply now via our online applicant portal!If you have any questions about the position or application process, our Talent Acquisition Team is happy to assist.Florian HermannIGEL Technology GmbHMaria-Cunitz-Str. 728199 Bremen, Germany(+49) 0421 52094 2000Please note that we are unable to hire applicants residing in countries outside our legal entity countries. Please note that IGEL does not currently have a sponsorship licence and is regrettably unable to offer sponsorship.We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives. IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on colour, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.J-18808-Ljbffr