Team Leader for the IT Service Desk
Team Leader for the IT Service Desk
B&R Automation
Eggelsberg, Austria
In the role of IT Service Desk Team Leader and reporting to the Head of IT Infrastructure & Operating, you will lead a motivated team providing excellent support to our international IT users. You and your team are responsible for ensuring that service levels and requirements aligned with the business are met.
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Your area of responsibility
- Mainly responsible for our IT service desk, including 1st level technical support and efficient processing and definition of standard changes;
- Lead, motivate, and develop a team of IT support engineers;
- Scheduling and monitoring IT service hours and on-calls to ensure availability of our central point of contact (no late or night shifts);
- Ongoing collaboration with IT colleagues and knowledge sharing to ensure smooth operations when relevant system or application changes occur;
- Independent maintenance of our service catalog including the related processing of standard changes;
- Proactive problem management to ensure our high quality of service at all times;
- Development of KPIs with IT management;
- Ensuring compliance with our support processes and their further development;
- Dispatching and handling of escalations as well as definition of escalation steps to ensure our service quality.
Your background
- Successfully completed technical education (HTL or similar) with focus on IT as well as at least 5 years of relevant professional experience is required;
- Several years of experience in leading teams or experience in coordinating activities (e.g. project management, key user, IT coordinator, etc.) in an industrial environment desirable;
- A very high customer and service orientation as well as a high quality awareness;
- Knowledge of current methods and concepts of IT service process frameworks (e.g. ITIL) and their implementation;
- Strong knowledge of current IT infrastructure technology;
- A structured approach to work with a strong solution orientation as well as very good organizational skills;
- Communicative, constructive team player;
- Very good English and German language skills.
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