EMPLOIS OUVERTS

Proactive IT Support & Planning.
A IT lead for priority Business user IT support. Support 400+ Priority Users with IT support to include: Supervisory Board, Board Members, Top Executives and their Personal Assistants as well as critical business functions like crisis management

This role will be highly visible and key to keeping Board / senior business IT running seamlessly. Duties to Manage
• Issues from Priority Users
• Be the go to person for our senior management concerning Priority User support
• Drive continuous service improvements b/u through finding patterns and bringing that into action with service and/ or product owners.
• Enforce the interaction with parallel support touchpoints for our standard users e.g., enhancing the knowledge base, analytical comparisons of most common issues.
• Define, own and monitor a relevant set of KPIs e.g., user satisfaction, service levels.
• Empower the Priority Users digitally with innovations, modern hardware and software to help to increase work mode, efficiency and satisfaction.
• Create entrepreneurial spirit, seeking for opportunities to add value for the users & business through technology and best practices in support functions.
• Lead a team of 8 professionals in IT support.
• Create an atmosphere of trust and reliability that fosters high performance and collaboration, encourages teamwork and accountability while rewarding initiative

Skills / Experience: must have
• IT Support of Software & Hardware – all areas to keep the IT running seamlessly for Senior management.
• Support delivery in large company with multiple users
• crisis management - Urgency dealing with outages / urgent needs as they arise
• value-based and analytical decisions
• Proven ability developing & executing strategies, plans and creating change program
• 5+ yrs as lead IT Service management and continuous process improvement
• Working with top management interaction
• Fluent German & English
• Deep experience with: customer facing roles and business stakeholder management
• Proven experience as Leader of staff.
• OK to work 3 days in office per week in Essen
Skills: nice to have
• value-based and analytical decisions
• Passion for perfection and excellent customer orientation (fast, competent, satisfying)

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