Head of Service and Support Operations

Summary: The Head of Service and Support Operations is tasked with leading the integration of internal IT Service and external Customer Support teams to create a unified, efficient operating model that emphasizes service quality and operational excellence. Responsibilities: * Establish, monitor, and enforce SLAs for internal services and external support. * Architect and manage centralized service desk infrastructure and incident response tooling. * Lead, mentor, and scale a federated team of 7 FTEs in IT Service and Customer Support. * Drive major incident management workflows and ensure stakeholder communication. * Implement rigorous QA auditing and track key performance indicators. Must Haves: * 4+ years of experience in IT Service Desk or Customer Support leadership. * Legal right to work in Germany and reside in Berlin. * Proficiency with ITSM tools like Jira Service Management and Zendesk. * Understanding of Identity & Access Management and corporate infrastructures. * Experience with SLA management and incident reporting. Nice to Haves: * Familiarity with regulatory frameworks like GDPR and ISO 27001. * Experience with AI-driven operations and automation tools.