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Teamlead Service Desk (m/f/d)

  • q.beyond AG
  • Oberhausen
  • Senior, very experienced
  • Manager First Level
  • Fulltime
  • Unlimited
Teamlead Service Desk (m/f/d), 1. image

JOIN FORCES. MAKE DIGITALIZATION HAPPEN.

q.beyond is the leading IT partner for SMEs. We solve the technological challenges our European customers face and make their business models fit for the future. This way, we sustainably enhance our customers’ business value. We do so by implementing sovereign IT solutions and drawing on our proprietary, certified AI data centres.

Our strong team of more than 1,000 specialists combines sector expertise with technical excellence. Core focuses of our activities include public and private clouds, operating business-critical applications based on Microsoft and SAP technologies, artificial intelligence, and IT security. Publicly listed, q.beyond is present across Germany and has locations in Latvia, Spain, Romania, India, and the USA.

Design future-proof IT solutions with us as Teamlead Service Desk (m/f/d) at our Oberhausen location.

YOUR TASKS:

  • Lead and manage a dedicated IT Service Desk team with approximately 50 employees, including both disciplinary and functional responsibility (e.g., shift planning, team organization, and performance reviews)
  • Ensure the smooth operation of Service Desk services while meeting agreed service levels, KPIs, and quality standards for an existing customer in the retail sector
  • Serve as the primary functional point of contact for the Service Desk team
  • Collaborate closely with q.beyond's internal departments, external service providers, and customer stakeholders
  • Drive the continuous improvement and optimization of Service Desk services by implementing initiatives to enhance service quality
  • Take ownership of the accuracy and completeness of the knowledge base
  • Prepare and analyze operational reports and performance metrics
  • Support Sales and Service Delivery Management in further developing the service portfolio for the customer, including participation in proposal presentations, due diligence activities, and contract negotiations
  • Participate in the q.beyond management on-call rotation
  • Coordinate customer requests, complaints, and escalations
  • Ensure compliance with defined quality standards
  • Foster the continuous development of team members to meet evolving IT market requirements

WHAT WE OFFER YOU:

  • Work-life balance: Flexible mix of working hours and work location (40% home office) for a harmonious work-life integration.
  • Vacation entitlement: 30 days of vacation, special leave and a sabbatical account for restful time off and relaxation.
  • Quality of life: private accident insurance, supplementary health insurance, extended sick pay and a company pension scheme. Focus on your mental health through the Fürstenberg Institute.
  • Fitness promotion: Own JobRad, virtual physiotherapy, various company running events.
  • Career opportunities: Numerous certification opportunities via Udemy, Linkedin Learning and SAP Learning Hub.
  • Professional and personal development: Our internal Academy, monthly company Learning Days, development dialogs and a leadership development program.
  • Family first: Baby welcome package and €1,000 bonus for the birth.
  • Flitzpiepen: Daycare center closed? Don't worry - there are family-friendly workplaces with play facilities for your offspring.
  • Dog Office: Office space where dogs are welcome, for a relaxed working atmosphere.
Some of our benefits are location-based.

WHAT YOU BRING:

  • Bachelor's degree or equivalent qualification in Information Technology or a related field
  • Several years of experience leading larger, ideally geographically distributed IT Service Desk or IT Support teams
  • Experience in customer management and working with stakeholders at management level
  • Strong knowledge of IT Service Management based on ITIL® v4, including the management of SLAs and KPIs
  • Experience in escalation management and the continuous improvement of service processes
  • Strong leadership, communication, and organizational skills
  • Structured, self-driven, and solution-oriented working style
  • Willingness to participate in a management on-call rotation
  • German language skills at C1 level and English language skills at B2 level

APPLY QUICKLY. RECEIVE FEEDBACK.

You can apply quickly and easily without a cover letter. Simply upload your CV and certificates online on our job portal.

Inclusion is important to us. We explicitly welcome applications from people with severe disabilities and those with equivalent status.

CONTACT
Your personal contact Maikel will be happy to answer your questions and comments.

q.beyond AG
Talent Acquisition
Maikel Köster

  • Maikel Köster
  • +49 40 271367978

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