Servicemanager, globaler IT-Service-Desk – interner IT-Support

This is a fully remote position, open to applicants in Germany.

📋 Description

• Coordinate global Service Desk activities

• Manage escalations for critical incidents

• Ensure timely processing of requests

• Guarantee adherence to ITIL-based processes and Service Level Agreements (SLAs)

• Continuously optimize processes in incident, problem, and request management

• Serve as the primary contact for internal customers, IT operations, and management

• Collect and analyze relevant KPIs and SLAs

• Generate insightful management reports

• Monitor service quality on a global scale

⛳️ Requirements

• Successfully completed IT education or a degree in (business) informatics

• Several years of experience in IT service or IT service management, ideally with a global focus

• Solid knowledge of ITIL processes and experience with ITSM tools (e.g., ServiceNow, Jira Service Management)

• Good understanding of the Microsoft environment (Windows, Microsoft 365, etc.) and technical knowledge of IT infrastructure

• Confident in dealing with stakeholders at all hierarchy levels – from employees to management

• Analytical thinking, structured working style, and high level of personal responsibility

• Strong communication skills in both German and English (minimum C-Level proficiency)

🏝️ Benefits

• Employee discounts (e.g., Corporate Benefits)

• Bonuses (e.g., for weddings, births, anniversaries)

• Schneider Electric stock options

• Employee events (team events, summer parties, etc.)

• Health management (e.g., discounts at gyms, company doctor, etc.)

• Trust-based working hours

• Flexible working hours

• Option to work hybrid

• Team or role-based development/training

• Digital infrastructure

• Company bikes

• Commuting cost subsidy

• Electric vehicle as a company car