Head of IT Service Desk & Support | Head of IT Service Desk & Support (m/w/d)

Job Summary

As the Head of IT Service Desk & Support, you will lead and develop a dedicated service desk team while ensuring the delivery of high-quality technical support. Your daily responsibilities include steering and optimizing support processes based on the ITIL framework, monitoring SLA and KPI compliance, and actively participating in 1st and 2nd level support tasks. You will play a strategic role in enhancing user experience and planning the long-term evolution of the service desk. This position is ideal for a leadership-oriented professional who enjoys a mix of hands-on technical troubleshooting and high-level process management. The role offers a permanent contract with attractive benefits, including professional development opportunities, childcare subsidies, and a collaborative team environment at FERCHAU, a company known for realizing ambitious technology projects for prestigious clients across various industries.