International technology group • specialty glasses and glass-ceramics • more than 130 years experience • 15,000 employees in around 33 countries • innovative ideas for the world of tomorrow

What’s your next milestone?

Manager IT Service Desk (f/m)

We are seeking a Manager for the IT Service Desk (m/f) for our “Information Technology” department for an immediate start.

Your tasks

  • Operational management of the provider for the IT Service Desk
  • Strategic further development of processes on the Service Desk, incident management, critical incident management, problem management
  • Definition of guidelines for the internal processes in incident management and monitoring compliance with guidelines
  • Management of continuous improvement process in the Service Desk environment
  • Reporting customer satisfaction and deriving measures to improve service quality, complaint management
  • Definition of the knowledge management process and continous further development
  • Contract management for the provider for the Service Desk
  • Multiprovider management and troubleshooting
  • Budget planning and monitoring of operational costs

Your profile

  • Degree in business informatics, IT or business administration or similar professional experience
  • At least 3 years of experience in a similar role of medium complexity in the enterprise environment
  • Good knowledge in the service desk area, multiprovider management and IT infrastructure
  • Experience in managing external service providers
  • Sound knowledge in IT service management methods pursuant to ITIL, certification as an ITIL service manager or service expert an advantage
  • Strong communication skills with customers, providers and colleagues and strong service focus
  • Written and spoken English
  • Knowledge of ServiceNow an advantage

Your benefits

Motivated and committed employees are essential to the success of our company. By participating in global and customized training programs, SCHOTT supports your development in a cooperative and dynamic work environment. We work collaboratively with you to develop a rewarding and challenging career path and look forward to grow with you through our successes.



SCHOTT AG, Mainz, Martin Jobst, +49 (0)6131/66-2849

Mainz, SCHOTT AG, Mainz, Germany
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