German-Speaking IT Service Desk Team Lead

As a German-Speaking IT Service Desk Team Lead, you will join the Arvato Systems Global Delivery Service Operations unit. In this role, you will lead and support a team of Service Desk Specialists while ensuring high-quality service delivery for our customers. You will work closely with international colleagues and stakeholders, driving operational excellence, continuous improvement, and a strong customer-focused culture.

• Lead, coach, and develop a team of Service Desk Specialists, fostering collaboration, engagement, high performance, and a culture of open communication and accountability.
• Manage team resource and capacity planning to meet maintenance, support, and development requirements, and contribute to team growth through participation in recruitment and interview processes.
• Provide functional guidance to the team, support issue resolution, and act as the first-level escalation point for customers and team members.
• Monitor team performance and drive service quality by ensuring SLA and KPI targets are consistently met and continuously improved.
• Build and maintain strong relationships with customers and internal stakeholders across global locations.
• Identify and implement opportunities to improve services, processes, and tools, ensuring operational excellence and customer satisfaction.
• Follow up on customer inquiries and issues requiring deeper investigation and cross-functional coordination.

• Excellent communication skills in English and German (minimum C1 level): required for effective collaboration with international colleagues and customers from Germany.
• At least 3 years of experience in a Service Desk, Help Desk, User Support, or IT Support environment, preferably within the IT industry.
• Previous leadership, coaching, mentoring, or team coordination experience, with the ability to support team members in achieving performance and development goals. We also welcome senior professionals with initial leadership experience who are ready to take the next step into their career.
• Strong understanding of Service Desk operations, service management principles, and quality standards, including SLAs, KPIs, and service performance metrics.
• Customer-oriented mindset with experience in customer-facing environments and stakeholder management.
• Ability to analyze operational issues, identify root causes, and make effective decisions in a Service Desk environment.
• Experience identifying and implementing process or service improvements.
• Ability to effectively prioritize work, manage competing demands, and adapt to changing business needs.

• Monthly gross base salary from 2400 to 2900 EUR, depending on your level of expertise
• Hybrid way of working based on your preferences, with access to a cozy office in the center of Riga whenever needed.
• Family-oriented company values and a healthy work-life balance, including 4 additional vacation days, birthday leave, the "Happy Land" space for children in the office, and more.
• Individual development and learning plan, including an annual budget for external training.
• Comprehensive health insurance, including dental and sports coverage.
• Opportunity to work in a trusting and supportive team environment, where your ideas and initiatives are welcomed and encouraged.
• Friendly, multicultural, and collaborative colleagues.

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