Service Desk Team Lead (with German)

Навыки

• AWS
• Работа с бэклогом
• HR-процессы
• ITIL / ITSM
• Jira
• База знаний
• KPI

О компании и продукте

• Our customer is a global engineering and manufacturing organization specializing in the development and production of high-precision technical components and systems for industrial applications

Задачи

• oordinating daily Service Desk operations, ticket queues, workload, and priorities
• Monitoring SLA performance, KPIs, ticket aging, backlog, and escalations
• Ensuring timely resolution of incidents and service requests in line with agreed procedures
• Acting as the primary operational contact for the client, communicating service status, risks, and blockers
• Coordinating escalations with L2 SysOps and specialized resolver teams
• Supporting incidents, requests, knowledge management, and documentation of quality processes
• Preparing operational reports and SLA performance metrics
• Supporting onboarding, training, and performance monitoring of Service Desk engineers
• Maintaining and improving the knowledge base while identifying process improvement opportunities
• Supporting shift planning, on-call coordination, and effective handovers between support teams
• Driving continuous service improvement and collaborating with client stakeholders on process alignment and recurring issues
• Service Desk Team Lead (with German) Вакансії
• PL Warsaw 1 Rondo Daszyńskiego 00-843 Summary Andersen is hiring a Service Desk Team Lead with German for a project leading IT support operations and ensuring reliable workplace services in an international manufacturing environment

Требования

• xperience as a Service Desk Team Lead for 1+ years
• Hands-on experience in IT support operations for 5+ years
• Experience with ticketing systems, incidents and request management
• Good understanding of SLA and KPI management
• Experience with operational reporting and ticket queue monitoring
• Ability to coordinate shift-based support work
• Ability to monitor team performance and quality, manage escalations and priorities
• Ability to support onboarding and training
• Readiness for occasional on-call coordination
• Strong communication, stakeholder management, and team coordination skills
• Level of English – from Intermediate+ and above
• Level of German – from Upper-Intermediate and above
• Desired skills Experience in a manufacturing environment
• Experience with German-speaking users or clients
• ITIL knowledge or certification
• Hands-on experience with ServiceNow, Jira, or similar tools
• Experience with 24/7 support environments
• Experience with Microsoft 365 support operations
• Understanding of workplace IT services
• Understanding of L2 SysOps escalation scope
• Experience with knowledge base management and service improvement initiatives
• Experience participating in client-facing operational meetings and preparing reporting dashboards
• Experience managing multilingual support teams
• Reasons to join us Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others
• Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc

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