Regional IT Support Manager / IT Service Desk Manager (f/m/x) in GERMANY

Are you looking for more than just a job, for something truly meaningful and rewarding? Then Sysmex Europe SE is the place for you. As the regional headquarters for the EMEA (Europe, Middle East and Africa) region, our company is dedicated to providing essential products that help people worldwide on their healthcare journey.

If this opportunity appeals to you, come and join us in the position of

Regional IT Support Manager / IT Service Desk Manager (f/m/x)

Your responsibilities

At Sysmex Europe, we are building a Technology Operation Centre (TOC) team that will go beyond a traditional service desk. Our TOC will consist of multi-skilled IT support specialists dedicated to managing and supporting all our IT services for end-users across the EMEA region. The TOC team’s focus is on IT operations, ensuring a consistent and seamless experience for our end-users while driving improvements in First Contact Resolution (FCR). By delivering a high standard of service, we aim to elevate user satisfaction and enhance the efficiency of our IT operations.

• Manage day to day operations of the newly build Technology Operation Centre (TOC) team and provide leadership to develop a process oriented & effective support unit.
• End-User Support and IT operations: Provide exceptional support and service to all end-users in the region, fostering a collaborative and solution-oriented environment, managing the end-to-end IT operation process, ensuring smooth delivery of service.
• Incident Management: Act as the organization’s Incident Manager, resolving issues promptly and effectively while minimizing impact on operations, and serve as the main contact point for escalation of critical IT issues and ensure timely and successful resolution.
• Reporting: Prepare and present reports on IT operations and support services performance and conduct monthly review meeting with stakeholders.
• Service Transition: Plan and execute the seamless transition of new or modified services into IT operation, ensure the TOC team has the necessary training, knowledge, and access to all relevant systems and tools to provide top-tier service.
• Vendor and Service Provider Management: Manage relationships with vendors and service providers, ensuring high performance and alignment with service level agreement.

Your profile

You are on the way to join a great team if you are ready to are part of the establishment of a new dynamic IT support team in a fast-paced, international organization, take charge of our IT operations, support our end-users, and ensure seamless service delivery. If you have a passion for technology, problem-solving, and love working with people from different cultures.

• University degree or equivalent.
• Minimum 3 years’ experience in managing IT operations or IT support team.
• Service-oriented mentality with the ability to lead IT support operations.
• Experience managing IT operations and support across multiple international locations.
• Strong knowledge of IT Service Management and ITIL processes to enhance the efficiency of our operations.
• Previous hands-on experience using ServiceNow is highly desirable.

Good knowledge of enterprise technologies e.g.:

• Microsoft 365 (Office apps, Teams, OneDrive, etc.)
• Mobile Device Management (MDM)
• Active Directory (AD) Exchange Online
• Endpoint Management tools and solutions
• Strong written and verbal communication skills in English are essential to succeed in this role.
• Transparency, teamwork, and creativity are in your DNA.

Our benefits

We are an aspiring corporate group where respect and trust form the basis for cooperation and communication within Sysmex.

Culture & cooperation

An appreciative work environment, open corporate culture, flat hierarchies and an inclusive and caring atmosphere. Working in an innovative and international environmentwith a broad learning and development landscape in our EMEA Campus, after-work events for internal networking

Work-life balance

Flexible working through flextime and a hybrid working model (60% mobile working, 40% on-site), 30 days annual leave

Additional benefits

Christmas and holiday bonuses, childcare allowance, capital-forming benefits, subsidy for company pension scheme, corporate benefits, relocation assistance, subsidised lunch in our canteen

Health & wellbeing

In-house gym, various sports courses, massages, company medical and psychological care, workplace glasses, general health management

Mobility

Subsidy for the public transport “Deutschlandticket”, free parking, bike leasing via JobRad

Social Responsibility

Various opportunities to get involved in different sustainability and charity initiatives, climate friendly and respectful use of resources

Did we spark your interest? Then we look forward to receiving your application with salary requirements and the earliest possible starting date.