IT Service Manager (m/f/d) – English Speaking

at  Cuculus GmbH

Shape the utilities market of the future with us!
Working Hours: Full-time
Location: Leipzig, Erfurt, Ilmenau, or Remote (Germany)
Start Date: immediately

What is the role about?

• Deliver exceptional daily support to customers, fostering strong and continuous relationships.
• Manage customer interactions efficiently through ticket systems and initial contact emails.
• Oversee the Service Desk and Support Mailbox to ensure prompt and effective responses.
• Generate and present detailed monthly service reports to track performance and customer satisfaction.
• Administer and uphold Service Level Agreements (SLAs), conducting regular review meetings with clients.
• Ensure adherence to ISO-9001 quality standards and regulatory requirements, maintaining comprehensive documentation.

You fit in with us, if…

• You have completed IT studies or training or are a career changer with relevant professional experience.
• You are experienced in Servicedesk Agent tasks and report creation.
• You are proficient in MS Office, particularly Excel; experience with Jira is a plus.
• You excel in identifying core issues from communications and managing multiple tasks simultaneously.
• You are diligent, well-organized, and capable of managing stress while adhering to procedures.
• You are business fluent in English - German or Arabic is a plus but not a must.

What’s in for you?

• Being part of a fast-growing scaleup company focused on smart grid software and services, dedicated to addressing some of the most pressing climate challenges.
• Flat hierarchies and the chance to really make a difference and see your ideas grow into real projects.
• A permanent employment contract with fair conditions and flexible working hours and the possibility to work from home - no ifs and buts.
• A pleasant, informal and open working environment with modern equipment, fresh fruit and drinks for free as well as regular team events and workshops.
• Other benefits including e.g. day-care allowance, bike leasing, Deutschland Ticket subsidy, Workation, Udemy license, and company pension scheme.

• Deliver exceptional daily support to customers, fostering strong and continuous relationships.
• Manage customer interactions efficiently through ticket systems and initial contact emails.
• Oversee the Service Desk and Support Mailbox to ensure prompt and effective responses.
• Generate and present detailed monthly service reports to track performance and customer satisfaction.
• Administer and uphold Service Level Agreements (SLAs), conducting regular review meetings with clients.
• Ensure adherence to ISO-9001 quality standards and regulatory requirements, maintaining comprehensive documentation