Service Desk Team Lead with German

Andersen is hiring a Service Desk Team Lead with German for a project leading IT support operations and ensuring reliable workplace services in an international manufacturing environment.

Our customer is a global engineering and manufacturing organization specializing in the development and production of high-precision technical components and systems for industrial applications.

The project is focused on providing Service Desk support for an international manufacturing environment.

Responsibilities:

• Coordinating daily Service Desk operations, ticket queues, workload, and priorities.
• Monitoring SLA performance, KPIs, ticket aging, backlog, and escalations.
• Ensuring timely resolution of incidents and service requests in line with agreed procedures.
• Acting as the primary operational contact for the client, communicating service status, risks, and blockers.
• Coordinating escalations with L2 SysOps and specialized resolver teams.
• Preparing operational reports and SLA performance metrics.
• Supporting onboarding, training, and performance monitoring of Service Desk engineers.
• Supporting shift planning, on-call coordination, and effective handovers between support teams.

Requirements:

• Experience as a Service Desk Team Lead for 1+ years.
• Hands-on experience in IT support operations for 5+ years.
• Experience with ticketing systems, incidents and request management.
• Good understanding of SLA and KPI management.
• Experience with operational reporting and ticket queue monitoring.
• Ability to coordinate shift-based support work.
• Ability to monitor team performance and quality, manage escalations and priorities.
• Ability to support onboarding and training.
• Readiness for occasional on-call coordination.
• Strong communication, stakeholder management, and team coordination skills.
• Level of English – from Intermediate+ and above.
• Level of German – from Upper-Intermediate and above.