User Service Manager (mfd)

A career driven by you. Join AutoScout24 Group and experience life in the fast lane. Were not just leading the market; were creating it. Were constantly innovating evolving and transforming things for our customers. Were driven ambitious and determined to do our best work together. For a career that doesnt stand still where you can put your ideas in the driving seat and change the way the world moves join our global community.

The User Services team is part of AutoScout24s Employee Tech organization responsible for delivering world-class IT support and ensuring a seamless digital workplace experience for all employees (over 2400) across 24 offices worldwide. The team provides Level 1 and Level 2 support for all internal IT topics from identity access and account management to hardware software collaboration tools and many more. It also manages onboarding and offboarding supports company events and oversees office infrastructure. With support engineers located in Europe Canada and India the team operates across multiple time zones to offer consistent high-quality support. It plays a crucial role in maintaining employee productivity driving automation and process excellence and shaping the overall employee technology experience at AutoScout24.

What youll do

• As the User Services Manager you will lead our global helpdesk function (L1 & L2 support) ensuring that every AutoScout24 employee receives exceptional IT service.
• Youll manage distributed IT support teams across Europe Canada and India driving operational excellence consistent service delivery and continuous improvement across all regions.
• You willbe responsible for maintaining high-quality support standards ensuring quick and empathetic resolution of issues and developing automation and process efficiency to scale the service globally while maintaining our strong focus on employee experience.

What you should bring

• 5 years of experience in IT support with at least 3 years in a leadership or managerial role.
• Proven experience managing multi-regional or global helpdesk teams.
• Customer-first mindset.
• Passion forleveraging modern automation AI and GenAI technologies to enhance user experience streamline operations and evolve support capabilities.
• Metric-driven - experienced in defining tracking and interpreting KPIs and performance metrics (e.g. SLAs CSAT backlog trends) to continuously improve service quality and efficiency.
• Strong understanding ofITSM frameworks (ITIL) Jira Service Management and modern digital workplace technologies (Microsoft 365 Okta Zoom Slack).
• Experience withidentity access and account management processes.
• Excellent communication and stakeholder management skills fluency in English is mandatory; German would be a plus.
• Demonstrated success in driving service improvement automation and employee satisfaction.

A culture of growth

With over 50 nationalities represented were proud to welcome people of all backgrounds to our growing community and were always finding new ways to help people feel welcomed and included. Here youll have the tools training and support you need to work in a way that suits you learn new skills and reach your potential.

For a career where you can drive our business and shape your future apply now.