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.