We are looking for an IT Support & Service Manager for our client with relevant experience in 1st-level support and in the further development of the associated service processes, in order to combine operational support with process responsibility and to design existing processes clearly, efficiently and reliably.

Area of ​​responsibility

As an IT Support & Service Manager, you will shape and further develop IT service management based on ITIL principles . This includes establishing clear responsibilities and escalation channels, contributing to the development of SLAs, KPIs, and knowledge management, as well as the further development of Matrix42.

The goal is transparent, service-oriented IT service management with clear and reliable processes.

You will remain closely involved in operational support, handling 1st level support requests and being responsible for IT support during onboarding and offboarding, workplace changes, hardware orders, and inventory management.

As a central interface between specialist departments and IT, you coordinate incoming requirements, manage their processing, and take on project tasks for technical conversions and renovations from planning to implementation.

What we offer you

• Stability with room for creativity: We are an established organization of around 900 people in the center of Vienna and offer you a stable working environment with the opportunity to actively develop structures and services.
• A team you can count on: Look forward to becoming part of our 45-person IT team, which combines comprehensive expertise in application support, infrastructure operations, support, software development and digital transformation.
• Practice instead of pure theory: Your role is varied and immediately effective because we combine IT service management with operational proximity.
• Scope for creativity with impact: With us, you will find the space to further develop an existing IT service management system with your experience, contribute your own ideas, and visibly help shape changes.
• Long-term perspective and development: We focus on sustainable collaboration, support you with structured onboarding and promote your professional and personal development through targeted training and further education.
• Work-life balance: Our agile way of working enables independent work and supports a good work-life balance through flexible working hours and home office options.
• Attractive benefits: The attractive overall package also includes a variety of health offers, a restaurant where fresh food is cooked, parking facilities and a supplement to the annual pass.
• Flexibility in the application process: Which form of job interview do you prefer? We are flexible and adapt to your needs: Present yourself either via video call or get to know us and the job better in person at our office. Let's work together to design your application process individually and optimally for you!
• Salary: Depending on qualifications and experience, the gross salary ranges between €4,200 and €5,000 per month (14x).
• Employment relationship: Employment
• Employment level: Full-time
• Place of work: Vienna

TECHSEARCH is a company that promotes equal opportunities and equal treatment. Based on the principle "Talent first - gender irrelevant," we welcome diverse individuals, regardless of ethnicity, age, gender, sexual orientation, religion, or worldview.

Qualifications

• Completed technical education at a technical college, vocational school or through an apprenticeship with a focus on IT, system administration, network technology or similar.
• Excellent knowledge and relevant experience in 1st level IT support in a complex corporate environment
• Excellent ITSM knowledge and experience in setting up or further developing a modern service desk including a support center.
• Excellent knowledge of ITIL and relevant experience in the design and optimization of incident, request, escalation and fulfillment processes.
• Excellent knowledge of process management and experience in change and continual improvement management
• Confident handling of ITSM tools and reporting metrics such as KPIs and SLAs
• Excellent German skills and good English skills

Personally, you are

• Strong communication and empathy skills enable you to act as a central interface between specialist departments and IT, to moderate different interests and to find viable solutions.
• Convincing and committed in appearance, in order to actively support changes and win over different stakeholders for common solutions.
• analytical and process-oriented , in order to question existing processes, derive quality improvements and implement them pragmatically
• service-oriented and hands-on , enabling you to take on responsibility, tackle operational issues yourself, and at the same time keep an eye on sustainable improvements.