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

Job Summary

This role involves leading and overseeing all aspects of IT Service Management for an established system house and Cloud Service Provider in Central Germany. The successful candidate will be responsible for managing the Service Desk, handling incident and problem management, and ensuring Service Level Agreement adherence. A key part of the role is the technical leadership of the 1st to 3rd level support teams, including coaching and developing team members. This position requires strong technical understanding of IT infrastructure, cloud solutions, and data centers, serving as the primary technical contact for product portfolio inquiries. The role also involves continuous process improvement, interface management with various technical teams across multiple locations, and reporting directly to the management, making it a pivotal position with significant influence on service quality and customer satisfaction.