KarieR.co — Portal Lowongan Kerja Terpercaya

Head of Service and Support Operations

Poland21 dni temu
Zdalny
Wykonawczy
Umowa
4+ lata
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Opis stanowiska

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.

Wspomniane umiejętności

emagine
Adtech, Healthcare
Poland
release-tx.com

CXL (corneal collagen-cross-linking) is a relatively new ophthalmic treatment that uses UV-light and riboflavin to create biochemical and biomechanical changes that strengthen a compromised or diseased cornea. Initially developped for the traitement of corneal degeneration (keratoconus), recent reports indicate that CX…

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