IT Service Desk Team Lead | Teamleiter:in IT Service Desk (m/w/d)

Job Summary

This role seeks an IT Service Desk Team Lead based in Cologne to ensure the efficient and customer-oriented delivery of IT Service Desk services for clients in the church and welfare sector. Day-to-day responsibilities include the professional and organizational leadership of the support team, managing personnel deployment, and actively contributing to staff development. A core focus is steering service processes, including Case, Incident, and Request Management, ensuring strict adherence to agreed-upon SLAs, and managing escalations in coordination with relevant stakeholders. The Team Lead will also be responsible for developing the Service Desk's knowledge database, conducting internal training, and performing service reporting and optimization based on KPI analysis. The ideal candidate must possess an IT background or significant IT professional experience, preferably in a leadership capacity, coupled with strong knowledge of Service Level, Incident, and Problem Management. An ITIL certification is highly desirable. This position offers a stable, long-term perspective within a values-driven organization committed to social impact and providing comprehensive onboarding and a respectful corporate culture.