• Professional and disciplinary management of a multi-person IT service team

• Ensuring smooth, worldwide IT support in the 1st and 2nd level

• Handling complex support cases and technical escalations in the 2nd level

• Further development of service level agreements and service-related key performance indicators ( KPIs)

• Preparation of regular reports for management

• Standardization and continuous improvement of service processes based on the ITIL framework

• Participation in IT transformation projects, including in the areas of Microsoft 365, cloud technologies, and digital manufacturing