Technician Helpdesk managing incident calls for a socially inclusive company serving businesses. Apply service management processes and oversee incident production management.
About the role
- Team Lead for Helpdesk overseeing IT service delivery for Germany and France. Managing IT operations, stakeholder engagement, and budget oversight to ensure alignment with business needs.
Responsibilities
- Business relationship management with Western Europe stakeholders, including translating business needs into IT service requirements and demand planning
- Responsibility for local IT operations, including L3 end-user support, conference room and printer services, office build, move and change activities, and hands-on infrastructure support
- Management of IT assets and end-user computing devices, including inventory control, lifecycle management, procurement, and deployment
- Oversight of local IT budgets, cost-optimization activities, and coordination of vendors and service providers with SLA monitoring
- Governance, compliance, and risk management, including adherence to global standards, audit support, documentation, and reporting
- Leadership of local IT support teams, including mentoring, coordination with regional and global IT functions, and promotion of service excellence
- Cross-functional collaboration with infrastructure, enterprise architecture, application management, cybersecurity, and project management teams
Requirements
- Bachelor’s degree in Information Technology, Business Administration, or a related field
- Experience in IT operations, business relationship management, and location-level IT service delivery (2+ years)
- Strong knowledge of IT service management frameworks, including ITIL and infrastructure support models
- Proven capability in stakeholder engagement, demand management, and translating business requirements into IT solutions
- Experience in IT budget management, cost control, and vendor coordination
- Certifications such as ITIL, BRMP, PMP/PRINCE2, ISO/IEC 20000, or comparable credentials (preferred)
- Strong competencies in strategic thinking, relationship building, problem solving, and cross-functional communication
- Fluency in German and English for daily collaboration across both teams
- Willingness to travel to the French site as required (approx. once every quarter)
Benefits
- 30 days of vacation
- Flexible working hours
- Company fitness programs (Hansefit + EGYM Wellpass)
- Corporate health management
- Company pension plan
- Capital-forming benefits
- Job bike leasing
- Access to employee discount platforms
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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