IT Support Group Manager (m/f)

About the role

The IT Support Group Manager will lead the Service Desk team, ensuring efficient handling of incidents and requests while driving continuous improvement of IT support processes. You will act as a bridge between users, internal teams, and external vendors to maintain high service quality.

Key responsibilities

• Lead, organize, and mentor the Service Desk team.
• Allocate tasks, coordinate work, and balance workload.
• Triaging requests and incidents with timely first‑response.
• Reduce incident volume and promote self‑service usage.
• Standardize procedures, work instructions, and ITSM processes.
• Monitor SLA metrics, service quality, and user satisfaction.
• Escalate and resolve requests with clear communication.
• Produce reports, analyze metrics, and identify optimization opportunities.
• Collaborate with external partners and vendors.
• Participate in IT support and digitalisation improvement projects.
• Manage IT assets, equipment, licenses, and inventory.
• Support onboarding/off‑boarding of devices and users.
• Ensure device compliance with security and corporate standards.

Required profile

• Minimum 3 years of experience leading IT support or Service Desk teams.
• Experience in complex IT environments with a large user base.
• Strong organizational and communication skills.
• Proven ability to work with external partners and vendors.
• Fluent English language proficiency.

Required skills

• ITSM processes and ITIL principles.
• Ticketing systems, specifically Jira Service Management.
• Understanding of SLA/KPI measurement and reporting.
• Basic knowledge of IT Asset Management and equipment lifecycle.

What we offer

• Permanent employment with a probation period.
• Flexible sliding work hours and hybrid work model with home‑office subsidy.
• Christmas, Easter bonuses, salary advance, and meal support.
• Additional leave for important personal events.
• Discounted Multisport card.
• Inclusive, collaborative culture promoting work‑life balance.
• Extensive training and development opportunities at local and group level.