Job Description

Oversee IT Service Desk Operations:

Manage the end-to-end operations of the IT service desk, ensuring alignment with IT strategy and overall business goals.

Drive AI-Driven Improvements:

Lead initiatives to integrate AI technologies into the service desk, enhancing self-service capabilities and reducing manual intervention.

Team Leadership and Development:

Lead and mentor the IT service desk team, fostering a culture of



continuous improvement and high performance. Delegate tasks, manage workloads, and ensure professional development.

Stakeholder Collaboration:

Act as a key liaison between the IT service desk and other internal the client's departments, ensuring that business needs are understood and addressed.



Communicate effectively with stakeholders to prioritize features and improvements.

Performance Monitoring and Reporting:

Oversee and validate performance metrics, including monthly ticket volumes and interaction counts, and ensure accurate reporting for invoicing and service quality.

Strategic Planning and Continuous Improvement:

Contribute to strategic planning by identifying areas for process optimization and innovation, particularly around adopting new technologies and methodologies like Agile and DevOps.

Educational Background:

A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

Professional Experience:

At least three years of experience in a leadership role within an IT service desk or IT operations environment.



Prior experience managing high-volume service desks and implementing AI-driven solutions is highly desirable.

Technical Skills:

Strong familiarity with ITSM platforms (ServiceNow), AI technologies (such as chatbots or machine learning tools), and data analytics.

Essential Skills Requirements:

Fluent in Business English and Business German (verbal & written).



ITSM / IT Operations Frameworks (e.g., ITIL).



IT Service Delivery & Incident Management.



Strong analytical and problem-solving skills with high attention to detail.



Familiarity with AI-driven service support (NLP, ChatBots, Machine Learning).



Excellent communication and stakeholder management skills.

Advantageous Skills Requirements:

Information Technology qualification (degree/diploma).



Experience with provider/contract management (SLAs & KPIs).



Technical experience with Data & Analytics.



Exposure to DevOps practices.



Between 5 - 7 Years