Service Desk Build Architect/Manager (m/w/d) - Munich, Remote Option

Job Description:

We are looking for an experienced Service Desk Build Architect or Manager to join our team and support the development and implementation of an effective and efficient Service Desk System. In this role, you will be responsible for planning, designing, and monitoring all aspects of our Service Desk operations to ensure that we provide the best possible support to our customers.

Job Type:

Freelance contract (6 months) with option for extension and/or permanent employment

Your Expertise:

• Completed studies in Computer Science, Business Administration, or a related field.
• Very good German and good English skills.
• At least 5 years of experience in IT Service Management, preferably in a Service Desk or Support environment.
• In-depth knowledge of ITIL and other relevant IT Service Management frameworks.
• Experience in leading teams and implementing changes.
• Excellent communication and interpersonal skills.
• Strong analytical skills and problem-solving skills.
• Experience with ticketing systems and ITSM tools (e.g. ServiceNow, Jira).

Required Experience:

• Several years of experience as a Service Architect, including functional leadership of employees and larger project teams with a high proportion of strategic, conceptual, and communicative activities.
• Experience in designing Service Desk solutions.
• Several years of experience with common IT frameworks and TOGAF.
• Knowledge of Office 365, Windows 10/11, Enterprise Mobility Management, Client Virtualization, Client Management, Microsoft Exchange, and Active Directory/Azure AD.

Our Offer:

• We give extensive design options and let you work independently – in an environment with flat hierarchies and constant demands.
• Our work climate is characterized by personal appreciation, mutual respect, loyalty, and honesty.
• Demanding work in a future-oriented industry
• Permanent employment with a 40-hour week with home office option, benefits: 50 € internet, 40 € spending card, 75 € pension, KITA up to 150 €, 30 days vacation, 24./31.12. free, 1 mental health day/year
• Intensive onboarding with insights behind the scenes of all business units, feedback conversations, etc.
• Highly motivated environment in a dynamically growing company group
• Support for your development (training, missing certifications possible through us)

Your Task Area:

• Planning and design: Development of the Service Desk system architecture, including the selection of suitable technologies and tools.
• Process management: Implementation and optimization of ITIL-based processes to ensure smooth operation.
• Team leadership: Leadership and training of the Service Desk team to ensure that all employees have the necessary skills and knowledge.
• Customer interaction: Maintenance of relationships with internal and external stakeholders to ensure that all requirements and expectations are met.
• Reporting: Creation of regular reports on the performance of the Service Desk, including KPIs and Service Level Agreements (SLAs).
• Problem-solving: Analysis and solution of complex problems that can occur in the Service Desk operation.
• Budget management: Monitoring of the budget for the Service Desk operation and ensuring cost control.
• Transition management: accompany, coordinate, and secure changes from one lifecycle status to the next.
• Planning and creation of concepts, as well as implementation of operational processes (ITIL)
• Definition and coordination of processes, as well as monitoring of milestones to ensure smooth execution of the transition.
• Manage risk and escalation management.
• Convince customers in presentations and contract negotiations
• Design solutions together with sales teams, partners, and service units.

Contact:

Your DIGIT4U BS contact for this position: