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 support team, ensuring high-quality service delivery. Your day-to-day responsibilities include overseeing 1st and 2nd level support operations, optimizing support processes based on the ITIL framework, and monitoring performance against strict SLA and KPI targets. You will play a strategic role in enhancing the overall user experience and planning the long-term evolution of the service desk infrastructure. The ideal candidate brings extensive operational IT support experience and a proven track record in leadership. You should be comfortable managing both people and technical processes, with a strong focus on continuous improvement. This position is particularly attractive as it offers a permanent contract with a reputable company, opportunities for professional development, and a comprehensive benefits package, including corporate pension schemes and childcare support, all while working in a dynamic environment that values both technical excellence and team culture.