Hybrid IT Service Manager

at infodas

• Job title: IT Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Koln, Germany

About the role

• Providing IT service management and support for clients in a hybrid role. Join a leading cybersecurity company ensuring data protection and security for various sectors.

Responsibilities

• Receiving, processing and responding to service requests via phone, email or the ticketing system
• Assessing and classifying incidents and requests according to their priority
• Communicating agreed solutions to external customers as part of first-level support
• Documenting and escalating requests to downstream teams/functions
• Actively tracking open incident tickets with the aim of resolving issues within time and quality targets
• Activating, documenting and monitoring runtimes of 3rd-party services and licenses
• Assisting with the preparation of service and warranty extension contracts
• Ensuring SLA compliance and escalating deviations, as well as preparing statistics, overviews and SLA reports
• Supporting the optimization of internal processes and workflows
• Maintaining service quality and customer satisfaction

Requirements

• Bachelor’s degree or completed commercial or technical vocational training
• Knowledge of ITIL V3/V4 and certification in the area
• Professional experience in IT service or IT support and experience working with a ticketing system
• Solution- and customer-oriented mindset and ability to work in a team
• Strong communication skills, reliability and organizational ability
• High quality awareness and a service-oriented approach to work
• Very good German and good English skills, both written and spoken
• Basic knowledge of long-term service and support contracts

Benefits

• Ergonomic, flexible workstations and up-to-date technical equipment and tools, as well as good coffee, water, tea, soft drinks and the obligatory fruit basket 😉
• Opportunities for shaping your role and career development and professional training options are proactively planned and implemented together with your manager
• We support work–life balance through flexible working models, a flexitime account and remote work options
• Your travel time is fully counted as working time
• Bridge days and the days between Christmas and New Year are days off, increasing your vacation allowance
• Christmas bonus, employer-funded pension scheme, capital-forming benefits and professional advice on salary conversion are also included in your package
• Through the company bike program “infodas on bike” with a monthly employer subsidy you can take advantage of cycling to work