Head of IT Field Service (m/f/d)
Permanent position, full-time - Bonn
Your tasks
As Head of Field Service (m/f/d), you will be responsible for the strategic leadership, organization and operational management of our decentralized field service team in Bonn and Cologne. Your main goal is to maximize on-site service quality, sustainably increase customer satisfaction and ensure efficient and economical resource planning for the team. Together with the team, you form a central interface between the service desk and the customer on site.
Our wide range of customers includes both schools and business customers in the Cologne and Bonn area.
* Technical and disciplinary management of the field service team (IT technicians and administrators (m/f/d))
* Coaching, mentoring and further development of team members to keep technical know-how and soft skills at a high level
* Strategic further development of the technologies, tools and processes used in field service
* Definition, monitoring and compliance with service level agreements (SLAs) and key performance indicators (KPIs)
* Ensuring complete documentation of services and solutions in the ticket system
* Central contact person (m/f/d) for critical service escalations in the field service environment
* Quality assurance of the services provided through regular feedback and audits
Your profile
* You have completed IT-related vocational training and have proven professional experience in the IT system environment
* You have several years of professional experience in a managerial or team leader position in IT field service or IT support
* You have basic technical expertise in the areas of Windows and Apple clients as well as server and network infrastructures
* A confident demeanor towards customers and management is a matter of course for you
* You have a high degree of customer orientation, initiative and a sense of responsibility
* You have analytical skills to solve complex technical problems and optimize processes
* You have a class B driving license
* Fluent written and spoken German is a prerequisite - English is an advantage
What we offer you
You can expect a varied job in the development of the IT division in the NetCologne Group as well as an innovative and dynamic company with flat hierarchies that is geared towards growth.
In an exciting working environment with short decision-making paths, you will be part of a friendly and highly motivated team. We are happy to support you in shaping your professional goals with individual development measures.
* A permanent, financially secure and long-term position
* Regular internal and external training
* Flexible working hours and a home office arrangement
* Ultra-modern office space based on the "New Work" concept and chill-out & creative areas
* A monthly credit card topped up with €25 for shopping and purchases
* An attractive company pension allowance including individual advice from an external service provider
* A Germany ticket and JobRad offers for a comfortable ride to work
* Flat hierarchies and open communication
* A team kitchen and a canteen
* Regular team events
* 30 days vacation (if desired, you can choose between 25 and 35 vacation days) + 4 custom days
* Weekly fresh fruit as well as coffee, tea and water as much as you like
Interested?
Then we look forward to receiving your detailed application, including your salary expectations and earliest possible starting date.
NetCologne IT Services GmbH
Human Resources Department | Elisa Zube & Michèle Polcyn
Adolf-Grimme-Allee 3 | 50829 Cologne
About us
We, NetCologne IT Services, are a subsidiary of the regional telecommunications provider NetCologne. As a reliable strategic partner from Cologne, we provide companies and schools with innovative ICT technologies and offer them advanced solutions for their digitalization.
From IT strategy consulting to the development, service and support of complex IT infrastructures, we offer everything from a single source. We are also responsible for taking over our customers' IT operations in accordance with the ITIL framework - through our Cologne service desk or on site. From our modern, certified data center in Cologne, we offer innovative managed services, including individually tailored cloud computing solutions.
With our education services, we turn school IT into enterprise IT. From IT infrastructure to cloud services, identity management, hardware and software through to IT support, administration and training. With us, teachers and students get everything they need for the modern classroom and thus have digitalization fully under control.