Head of IT Customer Service (w/m/d)

These are your tasks:

• Strategic and operational management of workplace systems (hardware, software, mobile devices,
  collaboration and communication platforms such as Microsoft 365, Teams, etc.) as well as the further development of standards for end devices, processes, software, and user experience
• Ensuring IT security and compliance in all workplace systems
• Responsibility for the user-oriented organization of the IT Service Desk
• Continuous improvement of service quality and user experience through the development and management of SLAs/XLAs, self-service portals, or chatbots
• Management and continuous development of service processes according to standard frameworks
• Promotion of cross-team collaboration, knowledge exchange, and innovation culture
• Development of employees through targeted training and coaching
• Close cooperation with departments, IT divisions, information security, and other stakeholders
• Selection, management, and evaluation of external service providers and suppliers (including hardware, managed services)
• Ensuring contract compliance, service quality, and economic efficiency
• Management, coordination, and implementation of projects within and beyond the own organizational area
• Participation in the further development and implementation of the IT digital strategy

This is what you bring:

• Completed studies in computer science, business informatics, or comparable qualification
• Several years of experience in leading teams in IT Service Desk and/or workplace system / modern workplace
• Sound knowledge in IT service management (e.g., ITIL, service processes, automation)
• Proven know-how in management and operation of workplace systems (hardware, operating systems, software distribution, Microsoft 365, mobile device management, cloud services)
• Experience in selecting and managing IT service providers and suppliers
• Strong leadership and communication skills; experience in change management and team development
• Ability to actively drive change
• Very good German and English skills
• Experience in building or further developing self-service offerings and automation in the service desk
• Experience in designing and implementing Experience Level Agreements (XLAs) as well as knowledge of agile methods (e.g., Scrum, Kanban) is an advantage

What makes us special:

• We offer you a very good atmosphere in an innovative and flexible team.
• You take on challenging tasks in a successful and globally growing family business.
• You work independently and responsibly, with flexible working hours.
• We offer you the possibility to work remotely, alternating with coordinated presence times at our location in Munich.
• We place great value on employee-oriented personnel and corporate management.
• We conduct regular project and career discussions for individual support.
• We provide you with the security of a permanent workplace.
• You can take advantage of diverse training opportunities.
• We offer above-average social benefits (company kindergarten and nursery, company restaurant, educational institution, social foundation).