Global IT Service Desk Lead (f/m/d)

About the job:In this role, you will have the opportunity to lead daily operations, shape strategic objectives, and drive continuous improvement in IT service delivery.Main focus areas are as follows: Lead the IT Service Desk team on a daily basis, assigning tasks and ensuring follow-through to deliver exceptional support to our users.Collaborate closely with the Director Global IT and other IT leaders to develop objectives, budgets, and strategic plans for the IT Service Desk area, ensuring alignment with overall IT strategy.Establish and maintain key metrics for IT performance, monitoring and driving excellence across the board.Represent the voice of the customer within IT, gathering feedback through surveys and other means to continually improve services.Ensure smooth communication and escalation processes with internal and external service providers to expedite incident resolution.Monitor, standardize, and enhance service desk efforts in areas such as Incident Management, Problem Management, and Service Request Management.Implement guidelines for effective communication with the user community and ensure timely dissemination of information.Oversee cooperation with global IT engineering to ensure seamless local implementation of new solutions.Maintain comprehensive documentation and training materials, addressing and tracking training needs as they arise.When necessary, step into the role and perform duties of a Service Desk Specialist to ensure continuity of support. About you: Ideally a Bachelor’s degree (B.A.) in IT area or equal combination of education and experience. Proven experience in IT service management, preferably in a leadership role.Strong English skills. Further language abilities are an advantage (especially German) but not necessary.Up to date and broad knowledge of Microsoft products (O365, M365, Azure, etc.), basic knowledge of LAN and WAN concepts, Client Server & database concepts. Excellent communication and interpersonal skills.Ability to manage multiple priorities in a fast-paced environment.Experience in implementing and leveraging IT Service Management systems (e.g., ServiceNow) is a plus.Strong organizational skills, ability to self-direct, self-pace, multitask and function well under pressure of deadlines and conflicting priorities.Outstanding sense for customer satisfaction.Knowledge of the relevant ITIL processes. Hands-on and can-do mentality. Benefits: An intercultural team with strong cohesion at all locations.Interesting work, training opportunities and good working conditionsAttractive remuneration and benefits Contact us:If you want to be part of a fast growing global company,