EMPLOYMENT WITH HAYS PROFESSIONAL SOLUTIONS GMBH

Benefits

• A highly motivated team and an open way of communication
• Employee assessment and development
• Pleasant working atmosphere

Responsibilities

• Lead and develop the IT Service Desk & Digital Workplace team
• Ensure professional 1st- and 2nd-level support in line with ITIL best practices.
• Manage Incident, Problem, and Change processes with clear escalation paths.
• Resource planning, workload distribution, and team performance management
• Delivering projects and maintenance of End user IT services & digital workplace
• Manage business / service partners, IT commercials, cost planning & budgeting
• Supervise end-user IT infrastructure (clients, mobile devices, peripherals, Video
• Define and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Profile

• Degree in Computer Science, Business Informatics, or equivalent qualification
• Experience in IT Support, Service Desk, or Digital Workplace
• Strong knowledge in: Microsoft 365 & Azure (Intune, Teams, SharePoint, Exchange Online), Windows and macOS clients, Mobile Device Management
• Experience in ITIL processes and ticketing systems (ServiceNow, Jira Service
• Proven leadership experience with strong people management skills
• Excellent communication skills in english (C1+), german is an advantage (preferably B2+)
• Strong customer orientation and problem-solving ability
• Resilient and decisive in critical situations

• Lead and develop the IT Service Desk & Digital Workplace team
• Ensure professional 1st- and 2nd-level support in line with ITIL best practices.
• Manage Incident, Problem, and Change processes with clear escalation paths.
• Resource planning, workload distribution, and team performance management
• Delivering projects and maintenance of End user IT services & digital workplace
• Manage business / service partners, IT commercials, cost planning & budgeting
• Supervise end-user IT infrastructure (clients, mobile devices, peripherals, Video
• Define and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs