Head of User Helpdesk

Head of User Helpdesk (m/f/d) Permanent position, full-time - Cologne Your tasks As a member of the NC ITS management team, you will be responsible for the technical and disciplinary management of the helpdesk team Responsibility for internal workplace management Staff deployment planning and design of work processes Coaching and further development of employees Planning, control and optimization of helpdesk processes and compliance with SLAs Prioritization and escalation of complex or critical incidents Reporting and analysis of service performance Support with customer consulting and in presales phases Your profile You have completed technical training or a degree or a comparable qualification with several years of professional experience in IT support You have sound experience in the technical and disciplinary management of a team Sound knowledge and practical experience with ITIL processes are the basis for you, ideally you have acquired ITIL certifications You have a good overview of IT landscapes from the network to the client and in the M365 environment Structured and analytical thinking determine your way of working and you have the ability to prioritize tasks and plan strategically You are characterized by a strong customer and service orientation and an awareness of service quality You communicate clearly and appropriately to customers, other teams and management Fluent written and spoken German is a prerequisite What we offer you You can expect a varied job in the development of the IT division in the NetCologne Group as well as an innovative and dynamic company with flat hierarchies that is geared towards growth. In an exciting working environment with short decision-making paths, you will be part of a friendly and highly motivated team. We are happy to support you in shaping your professional goals with individual development measures. A permanent, financially secure and long-term position Regular internal and external training State-of-the-art office space based on the "New Work" concept as well as chill-out & creative areas A monthly credit card topped up with €25 for shopping and purchases An attractive company pension allowance including individual advice from an external service provider A company car (e-vehicle, branded), also for private use A Deutschlandticket and JobRad offers for convenient travel to work Flat hierarchies and open communication A team kitchen and a canteen Regular team events 30 days vacation (if desired, you can choose between 25 and 35 vacation days) + 4 custom days Fresh fruit every week as well as coffee, tea and water as much as you like Interested? Then we look forward to receiving your detailed application, including your salary expectations and earliest possible starting date. NetCologne IT Services GmbH Human Resources Department | Elisa Zube & Michèle Polcyn Adolf-Grimme-Allee 3 | 50829 Cologne About us We, NetCologne IT Services, are a subsidiary of the regional telecommunications provider NetCologne. As a reliable strategic partner from Cologne, we provide companies and schools with innovative ICT technologies and offer them advanced solutions for their digitalization. From IT strategy consulting to the development, service and support of complex IT infrastructures, we offer everything from a single source. We are also responsible for taking over our customers' IT operations in accordance with the ITIL framework - through our Cologne service desk or on site. From our modern, certified data center in Cologne, we offer innovative managed services, including individually tailored cloud computing solutions. With our education services, we turn school IT into enterprise IT. From IT infrastructure to cloud services, identity management, hardware and software through to IT support, administration and training. With us, teachers and students get everything they need for the modern classroom and thus have digitalization fully under control.