Service Desk Team Coordinator | Teamkoordinator Service Desk (m/w/d)

Job Summary

This role involves leading a Service Desk team of 10–12 employees for an established IT service provider specializing in infrastructure, cloud solutions, and managed services. The Team Coordinator will act as the technical lead and primary contact for customers, focusing on the operational planning and resource allocation within the team. Day-to-day tasks include coordinating and prioritizing assignments, monitoring adherence to Service Level Agreements (SLAs), managing the shift schedule, and maintaining knowledge databases. A core responsibility is handling incident management within the ticketing system, including classification, prioritization, documentation, error analysis, and escalating issues to higher-level support units. Candidates need completed IT vocational training or equivalent qualifications, practical experience in First-Level Support (Service/User Help Desk), proficiency with Microsoft products and standard hardware, and experience using ticketing and remote tools. This position requires strong organizational skills, excellent communication, and a customer-oriented, service-focused approach.