Head of Group IT Support & Service Excellence

Confidential client

ViennaFull-timefrom € 90,000 gross/year

You are responsible for managing the global user support organization (1st/2nd level and onsite) and lead the local team with disciplinary authority. Central tasks include ensuring high service quality and establishing uniform support standards and KPI-driven processes.

Your responsibilities

Lead the global Group IT User Support (1st & 2nd level, onsite)
Contribute to and drive the group-wide IT strategy
Lead the Vienna site team with disciplinary responsibility
Provide functional leadership to international support colleagues
Set target and process specifications and participate in personnel selection
Proactively manage the external 24/7 1st-level service provider
Monitor SLA compliance and ensure high service quality
Establish modern IT support standards
Optimize ticketing processes
Define and monitor KPIs for quality assurance

Your profile

At least 4 years of leadership experience managing user support organizations in a corporate IT environment internationally
Proven success in sustainably improving service quality
Experience in managing external service providers and complex SLA management
In-depth knowledge of IT service management; ITIL certification is an advantage
Proficient with modern ITSM tools and ticketing systems
Experience with reporting KPIs for process optimization and internal charging models
Strong moderation and mentoring skills for international teams
Structured, customer-oriented work approach and strong service mindset
Business fluent in German and English
Academic degree in IT or business-related field is an advantage; willingness to travel up to 10%

Benefits

Flexible working hours
Option for home office or remote work
Selection of modern IT equipment
Public transport ticket core zone Vienna or reserved parking space
Office meal allowance
Expense reimbursement for home office
Option for a sabbatical
Comprehensive onboarding program
Mentoring program
Programs for professional and personal development and training

About the company

The recruiting company is seeking to strengthen its team at the Vienna location.

The client is treated confidentially in this process. You will learn the name during the application process.

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Your contact person

Andrea Huber

Head of Recruiting

If your profile matches, your contact person will personally reach out to you.

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