TÜV SÜD – A global leader in the field of testing, inspection, management system certification and product certification renowned for quality, integrity and technical excellence.
Established more than 150 years ago in Germany, TÜV SÜD is a leading global provider of technical services with more than 28,000 highly skilled employees across 1,000 offices worldwide. TÜV SÜD offers a wide range of testing & product certification, inspection, auditing & system certification, training and knowledge services. We are a premium quality, safety, and sustainability solutions provider.
We are looking for a leader who doesn’t just manage a Service Desk — but transforms it.
If you’re passionate about digitalization, modern support experiences, and shaping the future of IT services, this role is for you.
Responsibilities
- Drive the digitalization of the Service Desk and establish modern self‑services, automation, and an efficient tool landscape
- Further develop operations toward a Zero‑Call Approach, focusing on prevention instead of incident resolution
- Analyze trends, technologies, KPIs, and process data to continuously improve service quality
- Lead and coordinate transformation and optimization initiatives across the Service Desk
- Bring new ideas and implement innovative concepts to enhance the overall Employee Experience
- Provide professional leadership to your team with a focus on development, quality, and customer orientation
- Shape a modern, agile, and efficient support organization through structured processes, clarity, and smart prioritization
Qualifications
- Completed IT‑related vocational training, relevant university degree, or equivalent experience in an IT environment
- Confident handling of ticketing systems and ITIL‑based processes
- Experience in the leadership of an IT Service Desk or similar support function
- Strong understanding of the Service Desk as a key pillar of employee experience
- Strong understanding of technical concepts
- High affinity for modern technologies, automation concepts, and digital tools
- Ability to foster team culture, drive change, and promote collaborative working methods
- Strong analytical skills for interpreting KPIs, service data, and user needs
- Excellent communication skills with both team members and stakeholders
- Medium German knowledge (B1–B2 level) for daily communication
What Awaits You
- A motivated team that is eager to grow and evolve
- An environment that actively supports innovation and progress
- Plenty of room for your own ideas, autonomy, and meaningful impact
- The opportunity to significantly shape the future of our Service Desk and create a modern, digital, and efficient support landscape