IT Support Lead

Stack

Responsibilities

• ▹Own the incident, request, change and problem management processes
• ▹Build and maintain a service catalog including SLA definitions
• ▹Act as the interface between IT and business units: translate requirements into IT services
• ▹Steer the entire IT service lifecycle
• ▹Build process maturity and reporting structures
• ▹Steer the internal 1st-level support, internally and through external providers
• ▹Build and maintain a structured knowledge base
• ▹Escalation management and quality assurance
• ▹Capacity and resource planning
• ▹Ensure end-user satisfaction as a measurable target
• ▹KPIs: first contact resolution rate, SLA fulfillment, customer satisfaction, incident trends, process maturity

Requirements

• ▹At least 5 years of experience in IT support, service desk or IT service management
• ▹Have already built a support team and successfully steered first-level support
• ▹Very good ITIL knowledge applied in practice, not just certified
• ▹Proven experience in building and steering support processes
• ▹Experience with ticketing systems (e.g. JIRA Service Management, ServiceNow, Freshservice, Zammad or similar)
• ▹KPI management: knowing which metrics really matter and how to move them

What we offer

• ▹A genuine build-up task: support processes you shape from scratch
• ▹Direct involvement in the digital transformation of a 600-person group of companies
• ▹Overall responsibility in a leading position for the entire IT service area
• ▹The chance to build an entire team and shape its culture
• ▹Leadership culture at eye level, with decisions made where the expertise sits
• ▹Short paths, visible impact
• ▹Remote and hybrid working

About the company

IGS Ingenieure is a steadily growing engineering office with around 600 employees; its motto is Innovationen Gemeinsam Schaffen (creating innovations together).