Teamlead IT Service Desk (f/m/d)
What do we do and who fits to us:

You think that your colleagues, customers and your growth are key for you?

You feel responsible for the results of your work?

You have fun doing your work?

You would like to have an opportunity to grow with a company?

If your answers to those questions are YES, join us!

GREEN IT is a young and growing Munich IT Service provider which designs, implements and supports IT infrastructures.

We are seeking an experienced IT Service Desk Lead with ITIL expertise to manage our organization's IT service desk. The successful candidate will be responsible for leading the service desk team in providing high-quality support to end-users, ensuring that incidents are resolved within agreed service level agreements (SLAs) and providing a positive customer experience.

This is what you will do:
  • You manage and lead a team of service desk analysts, providing guidance, mentoring and coaching as necessary to ensure that SLAs and KPIs are met
  • You ensure that service desk incidents, changes, requests and problems are logged, assigned, tracked and resolved within agreed SLAs, utilizing ITIL best practices
  • You develop and implement ITIL-based processes and procedures for incident, problem and change management, ensuring that the service desk team adheres to these processes
  • You monitor and analyze service desk performance metrics to identify areas for improvement, implementing initiatives to improve the quality of service and customer satisfaction
  • You provide regular reports on service desk performance to management, highlighting trends, issues and recommendations for improvement
  • You collaborate with other IT teams and stakeholders to ensure that incidents, requests and problems are resolved effectively and service improvement initiatives are identified and implemented
  • You participate in the development and delivery of ITIL-based training and awareness programs for the wider organization
  • You develop and maintain strong relationships with key stakeholders, including senior management to ensure that the service desk team is aligned with business objectives
What you will bring:
  • You have a Bachelor's degree in IT or a related field and at least 5 years of work experience in IT service desk management, with at least 2 years in a lead role
  • You can provide an ITIL certificate (Foundation or above)
  • You have proven experience in managing and leading a team, with a strong focus on customer service and quality improvement
  • You are experienced with IT service management (ITSM) tools
  • You convince with excellent communication skills, both verbal and written in English and German, with the ability to communicate technical concepts to non-technical stakeholders
  • You have strong analytical and problem-solving skills, with the ability to identify and resolve complex IT issues
  • You can work effectively in a fast-paced environment, managing multiple priorities and deadlines
What we’ll offer:
  • An opportunity to shape the future of our company and to build out our product portfolio
  • Personal growth plans including regular employee appraisals
  • Tax-free subsidies up to 60€ per month
  • Fantastic colleagues and regular team events
  • Fresh fruit and free drinks in the office
  • The possibility to charge your electric car for free at our office




Start Anstellung
Ab sofort
München, Deutschland

Lara Masur


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