Service Manager (m/f/d) for our IT office infrastructure

Your Responsibilities

• You are responsible for monitoring and quality assurance of the service desk operation
• You continuously identify measures for process optimization and accompany their implementation and execution of CRs
• You create reports and analyses based on the review of the monthly service desk reports and your own evaluations
• You are responsible for the quality assurance of the DFB IT operations manual and IT emergency manual and their current availability
• You coordinate DFB IT internal projects with the IT service desk service provider
• You take over direct IT support tasks for critical issues
• You improve customer satisfaction by creating and providing manuals, tutorials etc.
• You continuously maintain an overview of incident and problem management and prioritize/control the necessary measures as required
• You improve customer satisfaction through direct communication and proactive information in DFB's internal channels

Your Profile

• You have a successfully completed (technical) university degree in (business) informatics, business administration, economics or equivalent in-depth experience
• Your German language skills are at C2 level
• You have sound knowledge and/or several years of professional experience in IT service management and experience with ITIL or other IT service management frameworks
• Ideally, this know-how can be proven by certificates obtained
• Your knowledge of the Microsoft 365 components is up to date, you know all the functions and the underlying architecture
• In your previous environment, you have worked intensively with the Atlassian products Jira and Confluence and have in-depth knowledge of architecture and administration
• You can analyze service desk processes and carry out optimizations and adjustments based on new or existing Jira workflows
• You are able to implement monitoring based on Jira Service Desk key figures, including the creation of dashboards based on Microsoft Power BI
• You can control the IT service desk service provider, set specifications and solve problems in direct and goal-oriented dialog with the operations manager and the agents
• You have very good analytical and conceptual skills and have a structured, independent and proactive way of working

What We Offer

• The broadest soccer organization in Germany in terms of content and personnel
• Varied tasks with individual challenges that contribute to the further development of personal skills in different dimensions
• A working culture characterized by respect, openness, passion and team spirit
• A diverse, dynamic team that has fun changing and shaping things
• The DFB Campus is a state-of-the-art working environment with flexible workstations and various sports facilities (indoor soccer pitch, beach volleyball, gym, running track)
• Flexible working hours and the option to work remotely
• Free drinks and subsidized lunch
• Free parking facilities
• Many other benefits and discounts with our contractual partners