Teamlead IT Service Desk & Digital Workplace
(m/f/d)
Employment with Hays Professional Solutions GmbH Bayreuth Start date: asap Reference number: 837370/1
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Responsibilities
1. Lead and develop the IT Service Desk & Digital Workplace team
2. Ensure professional 1st- and 2nd-level support in line with ITIL best practices.
3. Manage Incident, Problem, and Change processes with clear escalation paths.
4. Resource planning, workload distribution, and team performance management
5. Delivering projects and maintenance of End user IT services & digital workplace
6. Manage business / service partners, IT commercials, cost planning & budgeting
7. Supervise end-user IT infrastructure (clients, mobile devices, peripherals, Video
8. Define and monitor Service Level Agreements (SLAs) and Key PerformanceIndicators (KPIs)
Profile
9. Degree in Computer Science, Business Informatics, or equivalent qualification
10. Experience in IT Support, Service Desk, or Digital Workplace
11. Strong knowledge in: Microsoft 365 & Azure (Intune, Teams, SharePoint, Exchange Online), Windows and macOS clients, Mobile Device Management
12. Experience in ITIL processes and ticketing systems (ServiceNow, Jira Service
13. Proven leadership experience with strong people management skills
14. Excellent communication skills in english (C1+), german is an advantage (preferably B2+)
15. Strong customer orientation and problem-solving ability
16. Resilient and decisive in critical situations
Benefits
17. A highly motivated team and an open way of communication
18. Employee assessment and development
19. Pleasant working atmosphere