Circle Lead & Service Owner User Support (m/f/d) Become our Circle Lead & Service Owner User Support (m/f/d) For 20 years, we have been the solution-oriented IT partner for small and medium-sized businesses. We believe that IT is the key to innovation, sustainable growth, and digital sustainability. With well-thought-out, holistic IT solutions, we make our customers' IT easier, more understandable, and more secure—thereby strengthening companies and their employees.
Our passion is to provide guidance, design holistic solutions, and reduce complexity. This enables our customers to make informed decisions and use technology as a real strategic advantage.
And this is where you come in: As Circle Lead (m/f/d) and Service Owner User Support, you will be responsible for the governance and structuring of one of our Customer Service Circles as well as the continuous development of our user support. Together with an interdisciplinary team, you will design the framework conditions, continuously develop the processes and services in user support, and thereby enable company-wide service excellence so that our customers receive the best possible support.
Your mission as Circle Lead of the Customer Service Circle
* Design the governance, structure, and framework of the Customer Service Circle so that the circle is operationally successful and can effectively fulfill its responsibilities
* Lead by example through clear roles, rules, and distributed responsibility
* Define and communicate strategies and priorities and support their implementation
* Promote tension- and role-based work
* Support the professional and personal development of circle members
* Structure knowledge transfer, learning initiatives, and competence development within the circle
Your mission as Service Owner User Support
* Responsible for the continuous development of our user support
* Define, implement and continuously improve processes for service delivery
* Ensure transparent communication and clear handoffs between roles and circles
* Systematically collect and evaluate customer feedback and use it to identify areas for improvement
What you bring to the table
* Experience working in self-organized, agile teams, preferably with Holacracy, role-based models, or similar frameworks
* In-depth knowledge of IT services, user support including ITIL, ITSM, and process design
* Strong communication and moderation skills
* Analytical thinking and enjoyment of solving complex tasks
* Good written and spoken German and enjoyment of customer contact
What sets you apart
* You are a team player and enthusiastic about service excellence and customer effectiveness
* You promote personal responsibility and self-organization within the team
* You can deal with uncertainty and transform it into productive energy
What we offer
* Work at a customer-oriented IT service provider in self-organized teams with plenty of creative freedom and decision-making opportunities
* Trust-based working hours and location in conjunction with mobile working (up to 3 days per week)
* Personal and professional development
* Permanent employment contract and fair remuneration, including profit sharing
* Numerous benefits, such as a choice of EGYM Wellpass or lunch subsidy, as well as free drinks, fruit, and sweets
* Germany-wide ticket for daily use of public transportation or, alternatively, your own company parking space Modern, well-equipped workstations and co-working opportunities Your next step: If you would like to make IT easier, more understandable, and more secure for our customers, we look forward to receiving your application! Send us your documents with your salary expectations and earliest possible start date (preferably as a PDF) by email to. Your contact: Ms. Alexandra Hanke