IT Manager (IT Support) fmd

The job at a glance

Join our team and take ownership of IT service delivery across the DACH region.

Working in the Corporate IT department you will lead helpdesk operations drive service excellence through KPI/SLA management coordinate IT workplace projects and act as a trusted IT partner for stakeholders.

This role combines leadership collaboration and hands-on execution. We value thoughtful decision-making strong communication and a supportive leadership style just as much as technical expertise.

With a pragmatic mission-always-possible mindset you will ensure high service quality strong user satisfaction and smooth collaboration between local and global teams.


Your responsibilities

• Lead end-to-end IT service delivery and helpdesk operations across DACH ensuring high-quality support and user satisfaction

• Monitor analyse and report on KPIs and SLAs; manage escalations and drive continuous service improvement

• Act as primary IT liaison for regional stakeholders and coordinate closely with global teams and vendors

• Lead and mentor a local team of 5 fostering an inclusive customer-focused service culture

• Plan and execute IT components of office moves and workplace projects ensuring minimal business disruption

Qualifications :

Your skills and qualifications

• Bachelors degree in IT Computer Science or related field (or equivalent experience); ITIL 4 Foundation required advanced ITIL or Service Management certifications desirable; PMP/PRINCE2 a plus

• Native or fluent German and fluent English (written and spoken); additional European language(s) advantageous

• Experience in IT service delivery/service management including helpdesk and team coordination (around 5 years is ideal but we value impact over exact timelines)

• Strong knowledge of ITIL processes ITSM tools (e.g. Freshservice Jira Service Management) KPI/SLA management and workplace IT infrastructure

• Clear communicator with strong stakeholder management problem-solving and conflict resolution skills; calm under pressure and comfortable working across cultures and time zones

Additional Information :

For us as a community it is important that you feel comfortable not only with us but also outside of work. Because your job should enrich your life. Thats why we offer you the following benefits among others:

Compensation & Development

• Fair basic salary with monthly commission plus additional monthly bonus
• Clear development path: Promotion to Senior Inside Sales Consultant after 12 months with corresponding performance

Protection & Provision

• Company term life insurance fully covered by Stepstone (after the probationary period)
• Company pension scheme with personal advice from internal contacts
• Access to a 24/7 Employee Assistance Program (e.g. psychological counseling coaching)

Work-life balance & mobility

• 31 days of vacation Christmas Eve and New Years Eve free
• Volunteer Days paid time off for your social commitment
• JobRad discounted parking Deutschlandticket or Jobticket to choose from

Fitness Leisure & Extras

• Free in-house gym
• Free barista bar directly in the office
• Bring your dog to the office we also welcome four-legged friends
• Urban Sports Club membership at special rates
• Access to the Corporate Benefits Portal with numerous employee discounts

Our commitment

Equal opportunities are important to us. We believe that diversity inclusion and equal pay for equal work are critical to our success as a global company so we aim to recruit develop and retain the best talent.

We foster a respectful supportive environment where different perspectives are valued and where leadership is defined not only by results but also by collaboration empathy and integrity.

We encourage applications from everyone regardless of background gender identity sexual orientation disability status ethnicity belief age family or parental status or any other characteristic.

Remote Work :

No

Employment Type :

Full-time