Manager User Help Desk - Public | Manager User Help Desk - Public (m/w/d)

Job Summary

As the Manager of the User Help Desk - Public, you will lead a 15-member OSS IT operations team, ensuring seamless IT services for EU clients. Your core responsibilities include overseeing day-to-day operations, focusing on service quality, availability, and innovation in line with client requirements and ITIL standards. You'll manage service delivery against agreed SLAs, monitor KPIs for performance, and handle resource forecasting and operational planning. A key aspect of this role is the professional development of your direct reports, managing shift schedules, and acting as the operational interface between various internal and external functions. This role is ideal for a leader with a strong IT background, experience in people management, and a commitment to high-quality service delivery in a multicultural setting.