German-Speaking IT Service Desk Team Lead

About the role

Arvato Systems is looking for a German‑speaking IT Service Desk Team Lead to join its Global Delivery Service Operations unit. You will lead a team of Service Desk Specialists, ensuring high‑quality support for customers while collaborating with international colleagues.

Key responsibilities

• Lead, coach and develop a team of Service Desk Specialists, fostering collaboration and accountability.
• Manage resource and capacity planning to meet maintenance, support and development needs.
• Provide functional guidance, support issue resolution and act as first‑level escalation point.
• Monitor performance, ensuring SLA and KPI targets are consistently met and improved.
• Build and maintain strong relationships with customers and internal stakeholders across global locations.
• Identify and implement improvements to services, processes and tools.
• Follow up on customer inquiries that require deeper investigation and cross‑functional coordination.

Required profile

• Excellent communication skills in English and German (minimum C1 level).
• At least 3 years of experience in a Service Desk, Help Desk, User Support or IT Support environment.
• Previous leadership, coaching, mentoring or team coordination experience.
• Strong understanding of Service Desk operations, service management principles and quality standards (SLAs, KPIs, service performance metrics).
• Customer‑oriented mindset with experience in stakeholder management.
• Ability to analyze operational issues and drive continuous improvement.

Required skills

What we offer

• A diverse, inclusive culture that values personal growth.
• Opportunities to work with international teams on complex IT challenges.
• Commitment to sustainability and corporate responsibility.