Jobbeschreibung
Are you ready to lead and shape the future of IT services on a global scale? At RIB, we're looking for a passionate Global Service Desk Team Lead (f/m) to drive excellence in IT support and service quality. Your expertise will foster continuous improvement in processes, tools, and service quality, empowering our teams to deliver exceptional support. Step into a role where your contributions truly matter.
Important Note:
> German language skills (C1 or native level) are mandatory.
> Preferred location for this role is Stuttgart, but we are also open to considering candidates who wish to work remotely within Germany.
Key Responsibilities
- Technical Leadership and Coordination:
Lead and provide functional guidance to the global Service Desk team. Coordinate tasks and priorities across distributed teams. - Process Management:
Ensure adherence to (ITIL) standards and Service Level Agreements (SLAs). Develop and optimize processes, tools, and methods for incident, problem, and request management. - Communication and Reporting:
Regularly report to the Global Heads of IT, Service Desk, and other stakeholders on Service Desk performance, including KPIs and improvement measures. - Quality Management:
Monitor service quality and identify areas for improvement. Implement measures to enhance customer satisfaction. - Training and Development:
Build and advance the skills within the global Service Desk team through training and mentoring. - Technical Support:
Assist with resolving complex inquiries and escalations. Collaborate with other IT departments to address global IT challenges.
Essential requirements
- Completed studies in Computer Science, Business Informatics, or a comparable IT-related qualification.
- Proven experience (min. of 5 years) in leading an IT Service Desk or in a similar leadership role.
- Solid expertise in IT Service Management and hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
- Exceptional leadership skills, with the ability to inspire, motivate, and guide your team.
Desired skills and competencies
- Strong communication and collaboration skills to work effectively across cultures and functions.
- Analytical mindset with the ability to solve complex problems and make data-driven decisions.
- High customer and service orientation.
- Very good German and English language skills (both Level C).
Advantageous
- IT Service Management: ITIL certification is a plus.
- Basic technical knowledge of IT infrastructure, networks, and IT security.
Motivated by our values & vision, we are driving the digital transformation of our customers - for a more digital, efficient and sustainable engineering and construction industry. “Building Better Together” is more than just a slogan for us. Because alongside our customers, you are the priority. Enabling you to fully develop your passion for your tasks, we support you with:
- a structured start: individual onboarding, organized networking
- Goodies such as: Employee benefits (e.g. corporate benefits), bonuses (e.g. for wedding, birth, anniversary), Schneider Electric share participation, employee events (team events, summer parties, ...), depending on location: table football/ table tennis table/ dogs tolerated, health management (e.g. discounts at the gym, company doctor, ...),...
- a modern working time model: trust-based working hours, flexible working hours, possibility to work hybrid
- Career development/ prospects: team or role-based development/ training, individual development/ training, national and international career prospects within the RIB Group or Schneider Electric, ...
- your room for creativity: proactive sharing of your ideas/ approaches/ process optimizations within the team, operational idea management, active participation in meetings at team and management level (“RIB Town Halls”), ...
- Ways in which you can be sustainable (depending on location & function): digital infrastructure, company bikes, travel allowance, e-car as company car
Who we are?
RIB Group is the world's leading provider of software solutions for managing project and business processes in the construction and real estate industries. With over 60 years of industry experience, we empower our clients to achieve our shared goal: advancing the construction industry into the most sustainable and digitized sector of the 21st century – "Building Better Together."
In recent years, we've made our vision of increasing efficiency and transparency in construction projects through digital methods a reality for our clients. But we're not stopping there – our mission is to secure the construction industry's leading position for the future!
This is made possible by our 2,500 employees worldwide, including more than 500 based in the DACH region. As an independent company within Schneider Electric, we offer you national and international career opportunities and meaningful roles in both commercial and technical areas. Join us and become part of #ONERIB!
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