Team Lead Service Desk (ServiceNow, Jira)

Team Lead End User Services

Bremen | Hybrid | Up to €85,000 

About the company

Join a leading international technology organisation where IT plays a critical role in supporting thousands of users across a modern enterprise environment.

As part of a growing internal IT function, you\'ll lead the End User Services team, helping shape the future of IT support through service excellence, automation and continual improvement.

Why join?

• Salary up to €85,000
• 13th monthly salary
• Hybrid working model
• Flexible working hours
• 30 days holiday
• Extensive training and career development
• Modern enterprise IT environment
• Long-term career progression
• Comprehensive pension and benefits package

The role

We\'re looking for an experienced IT Service Desk or End User Services leader to manage an established support team while driving service improvements across the organisation.

You\'ll be responsible for ensuring excellent IT service delivery, improving operational processes and implementing automation and self-service solutions to enhance the user experience.

This role combines people leadership, operational management and strategic service improvement.

Responsibilities

• Lead and develop the End User Services team.
• Manage the day-to-day Service Desk operation.
• Ensure SLAs and service quality targets are achieved.
• Monitor KPIs and drive continual service improvement.
• Own Incident, Request and Problem Management processes.
• Coordinate major incident resolution and escalations.
• Work closely with technical teams and external suppliers.
• Improve ITSM processes and operational standards.
• Introduce automation and self-service capabilities.
• Support service planning, reporting and roadmap development.

Requirements

• Several years\' experience within IT Support, Service Desk or IT Operations.
• Previous team leadership experience.
• Strong knowledge of ITIL Service Management.
• Experience managing stakeholders and service delivery.
• Excellent organisational and communication skills.
• Experience working within enterprise IT environments.
• Fluent German and English.

Nice to have

• ServiceNow, Jira or similar ITSM platforms.
• Automation and self-service implementation.
• Experience in complex or highly regulated environments.