IT Service Desk Team Lead | Teamleitung IT-Servicedesk (m/w/d) Mannheim

Job Summary

As the IT Service Desk Team Lead based in Mannheim, you will spearhead a five-person IT support team, ensuring seamless 1st-level support for colleagues across the entire company. Your daily responsibilities will include managing incidents and escalations, optimizing support processes with a focus on KPIs and SLAs, and evolving ITIL-based procedures. You'll be instrumental in building and securing IT knowledge through training and documentation, coordinating with internal interfaces, and managing external IT service providers. This role requires strong leadership, a service-oriented mindset, and excellent communication skills to collaborate effectively with international IT teams, particularly in Poland, and maintain a stable, user-centric IT environment.