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    Global IT Service Desk Lead - Frankfurt am Main, Deutschland - Almatis

    Almatis
    Almatis Frankfurt am Main, Deutschland

    vor 3 Wochen

    Default job background
    Beschreibung

    Are you ready to lead a dynamic team towards excellence in IT service delivery? Almatis is seeking a motivated and experienced IT Service Desk Lead to join our global IT team.

    In this role, you will have the opportunity to lead daily operations, shape strategic objectives, and drive continuous improvement in IT service delivery.

    Your future area of responsibility:


    Leadership Excellence :

    Lead the IT Service Desk team on a daily basis, assigning tasks and ensuring follow-through to deliver exceptional support to our users.


    Strategic Development:

    Collaborate closely with the Director Global IT and other IT leaders to develop objectives, budgets, and strategic plans for the IT Service Desk area, ensuring alignment with overall IT strategy.


    Performance Monitoring :
    Establish and maintain key metrics for IT performance, monitoring and driving excellence across the board.

    Voice of the Customer : Represent the voice of the customer within IT, gathering feedback through surveys and other means to continually improve services.


    Incident Management:
    Ensure smooth communication and escalation processes with internal and external service providers to expedite incident resolution.

    Process Improvement:

    Monitor, standardize, and enhance service desk efforts in areas such as Incident Management, Problem Management, and Service Request Management.


    Communication Enhancement :
    Implement guidelines for effective communication with the user community and ensure timely dissemination of information.

    Collaboration with IT Engineering:
    Oversee cooperation with global IT engineering to ensure seamless local implementation of new solutions.

    Documentation and Training :
    Maintain comprehensive documentation and training materials, addressing and tracking training needs as they arise.

    Stakeholder Engagement :
    Build and maintain strong relationships with Almatis' business areas and location leadership to ensure alignment and support.

    IT Service Management :
    Drive the proper use and maintenance of our IT Service Management system to optimize service delivery.

    Hands-on Support: When necessary, step into the role and perform duties of a Service Desk Specialist to ensure continuity of support.

    Your Team
    Directly lead the employees in IT Service Desk team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

    Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    How we imagine you:
    Ideally a Bachelor's degree (B.A.) in IT area or equal combination of education and experience.
    Proven experience in IT service management, preferably in a leadership role.
    Strong English skills. Further language abilities are an advantage (especially German) but not necessary.

    Up to date and broad knowledge of Microsoft products (O365, M365, Azure, etc.), basic knowledge of LAN and WAN concepts, Client Server & database concepts.

    Excellent communication and interpersonal skills.
    Ability to manage multiple priorities in a fast-paced environment.
    Experience in implementing and leveraging IT Service Management systems (e.g., ServiceNow) is a plus.
    Strong organizational skills, ability to self-direct, self-pace, multitask and function well under pressure of deadlines and conflicting priorities.
    Maintaining continuous and fruitful relationship with business functions of all levels.
    Outstanding sense for customer satisfaction.
    Knowledge of the relevant ITIL processes.
    Hands-on and can-do mentality.
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