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 IT 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 management of the team. Key responsibilities include monitoring Service Level Agreements (SLAs), coordinating and prioritizing tasks, and ensuring adherence to shift schedules. The successful candidate will also manage incident resolution within the ticketing system, perform error analyses, and maintain knowledge databases. This position requires a background in IT, practical experience in First-Level Support (Service/User Help Desk), excellent German, good English skills, and a customer-oriented approach, offering a long-term perspective and professional development opportunities in Hamburg.