Nationwide

Team Leader (m/f/d) Service Center Operations Management

Apply for this position

What we need you for

As Team Leader (m/f/d) avodaq Service Center (ASC) Operations Management, you and your team are at the helm of day-to-day operations and keep us on track. You are responsible for the timely acceptance of incoming requests within the agreed SLAs. With your years of technical experience, you assess the urgency and impact of requests and prioritise them correctly. You keep track of the day-to-day events and are always “up to date” on critical issues and tickets. Your focus is equally on mentoring and leading your team as well as collaborating with other Team Leads. You drive process optimisation in the Service Centre and support the Manager Infrastructure Services.

You can count on us for

  • Work happy: 30 days’ holiday, hybrid work, sports activities and employee events
  • Individual training and internal know-how transfer
  • Flexibility, open doors and flat hierarchies
  • A modern working environment with a feel-good factor
  • Attractive remuneration package: permanent employment contract, company pension scheme, travel allowance for public transport, company car and bike leasing

#LI-MK1

What awaits you with us

  • You have the technical and disciplinary responsibility for the ASC Operations Management team.
  • You are responsible for actively checking and prioritising incoming customer enquiries and dispatching new tickets depending on the context.
  • Finding solutions for special cases and obtaining the necessary support is part of your area of responsibility.
  • You support your colleagues in assessing whether and when a technical or hierarchical escalation or cooperation is necessary and point out optimisation possibilities.
  • You will also assist with resource and resource planning, as well as approval, controlling and accounting of workloads.
  • Furthermore, you develop, implement and continuously adapt cross-team service processes.

What sets you apart

  • You have many years of technical expertise and ideally a CCNA certification
  • Many years of experience in service operations, ticket processing and ideally also in troubleshooting are part of your profile
  • You are familiar with ITIL, already ITIL Foundation certified or are highly interested in acquiring the knowledge and obtaining the certification in the short term.
  • You work in a process-oriented and organised manner and have the ability to manage many topics in parallel
  • A self-confident appearance, strong communication skills and sociability are part of your professional DNA
  • Commitment, initiative, service and customer orientation as well as an independent and structured work style are a matter of course for you.
  • You have very good written and spoken German and English skills

Ready to help shape the digital future?

+49894423252777

Apply for this position