Head of Service and Support Operations

Summary

The Head of Service and Support Operations is tasked with leading the integration of internal IT Service and external Customer Support teams to create a unified, efficient operating model that emphasizes service quality and operational excellence.

Responsibilities

• Establish, monitor, and enforce SLAs for internal services and external support.
• Architect and manage centralized service desk infrastructure and incident response tooling.
• Lead, mentor, and scale a federated team of 7 FTEs in IT Service and Customer Support.
• Drive major incident management workflows and ensure stakeholder communication.
• Implement rigorous QA auditing and track key performance indicators.
• Must Haves:
• 4+ years of experience in IT Service Desk or Customer Support leadership.
• Legal right to work in Germany and reside in Berlin.
• Proficiency with ITSM tools like Jira Service Management and Zendesk.
• Understanding of Identity & Access Management and corporate infrastructures.
• Experience with SLA management and incident reporting.
• Nice to Haves:
• Familiarity with regulatory frameworks like GDPR and ISO 27001.
• Experience with AI-driven operations and automation tools.