UNIT HEAD (M/F/D) USER HELP DESK GERMANY, TEMPORARY - #2132443

That is the job

Shape our future: You will lead the Unit “User Help Desk Germany” within our international Workplace Division.

As Unit Head (m/f/d) you will lead the German Unit of User Help Desk with people mainly located in Hamburg. This job is on temporarily base in oder to substitute a maternity leave.

• You will lead the employees of the User Help Desk (UHD) and promote their qualification and further development
• You will be responsible for the provision of services within the UHD and thus essentially for the quality of workplace services for our customers
• You will be a competent contact person for our customers in questions of service quality and the implementation of service requirements
• You will be responsible for the development, control and evaluation of key performance indicators (DL contract, customer SLA)
• Ensuring user satisfaction with IT support services is an essential part of your job
• They shape the strategic orientation of UHD and further develop the sourcing strategy
• You will manage our external service providers and the corresponding contracts
• You will systematically develop the automation of service processes (chat/voicebot) and thus continuously increase the self-service rate
• You will be responsible for ensuring SLA compliance with our customers as well as monitoring the service provider SLA
• They create the framework conditions for the implementation of projects and innovation measures
• You will be responsible for planning and controlling the budget during the year as well as compliance with performance and quantity agreements as part of cost and service allocation
  
  

Profile

• You have a degree in computer science or a comparable field of study or many years of professional experience within a service organization
• You have a strong service and customer orientation and enjoy dealing with customers
• You convince with a confident appearance as well as with strong communication skills and presentation skills
• You are solution-oriented and are characterized by a willingness to cooperate, the ability to work in a team, assertiveness and the ability to deal with conflicts
• You are team-oriented and convince with your reliability, your independence and your high sense of responsibility
• You have a high level of commitment and stress resistance
• You convince with very good planning and organizational skills
• You see yourself as an employee-oriented leader who delegates responsibility and focuses on development
• You are fluent in written and spoken German and English (at least C1)