Service Desk Team Lead (with German)
About the project
Andersen is hiring a Service Desk Team Lead with German for a project leading IT support operations and ensuring reliable workplace services in an international manufacturing environment.
Our customer is a global engineering and manufacturing organization specializing in the development and production of high-precision technical components and systems for industrial applications. The company combines engineering expertise with advanced manufacturing capabilities to deliver complex solutions that improve product performance and operational efficiency. With international operations and a strong focus on innovation, quality, and long-term partnerships, it supports customers across multiple industries.
The project is focused on providing Service Desk support for an international manufacturing environment. It includes supporting workplace services, Microsoft 365, user access, hardware, and connectivity, while ensuring stable IT operations, efficient incident resolution, and seamless collaboration with technical teams and business stakeholders.
Responsibilities
- Coordinating daily Service Desk operations, ticket queues, workload, and priorities.
- Monitoring SLA performance, KPIs, ticket aging, backlog, and escalations.
- Ensuring timely resolution of incidents and service requests in line with agreed procedures.
- Acting as the primary operational contact for the client, communicating service status, risks, and blockers.
- Coordinating escalations with L2 SysOps and specialized resolver teams.
- Supporting incidents, requests, knowledge management, and documentation of quality processes.
- Preparing operational reports and SLA performance metrics.
- Supporting onboarding, training, and performance monitoring of Service Desk engineers.
- Maintaining and improving the knowledge base while identifying process improvement opportunities.
- Supporting shift planning, on-call coordination, and effective handovers between support teams.
- Driving continuous service improvement and collaborating with client stakeholders on process alignment and recurring issues.
Requirements
- Experience as a Service Desk Team Lead for 1+ years.
- Hands-on experience in IT support operations for 5+ years.
- Experience with ticketing systems, incidents and request management.
- Good understanding of SLA and KPI management.
- Experience with operational reporting and ticket queue monitoring.
- Ability to coordinate shift-based support work.
- Ability to monitor team performance and quality, manage escalations and priorities.
- Ability to support onboarding and training.
- Readiness for occasional on-call coordination.
- Strong communication, stakeholder management, and team coordination skills.
- Level of English – from Intermediate+ and above.
- Level of German – from Upper-Intermediate and above.
Nice to have
- Experience in a manufacturing environment.
- Experience with German-speaking users or clients.
- ITIL knowledge or certification.
- Hands-on experience with ServiceNow, Jira, or similar tools.
- Experience with 24/7 support environments.
- Experience with Microsoft 365 support operations.
- Understanding of workplace IT services.
- Understanding of L2 SysOps escalation scope.
- Experience with knowledge base management and service improvement initiatives.
- Experience participating in client-facing operational meetings and preparing reporting dashboards.
- Experience managing multilingual support teams.
Why join us
- Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
- The opportunity to change the project and/or develop expertise in an interesting business domain.
- Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
- Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
- The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
- Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
- Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
- Certification compensation (AWS, PMP, etc).
- Referral program.
- Private health insurance and compensation for sports activities.
