Job
- Level
- Lead
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support, Project
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 5.076 € gross/month
Job Summary
In this role, you organize the hybrid service desk, lead a team, handle user requests, and improve processes to achieve optimal service levels for the city of Vienna.
Your role in the team
- Do you enjoy ensuring that user requests are handled in the best possible way in the Service Desk with your team? As the Service Desk Front Office Team Lead, you ensure that the approximately 300,000 inquiries from all users of the City of Vienna are processed professionally, service-oriented, and efficiently in a hybrid Service Desk operation annually.
- You achieve this through your professional and disciplinary leadership, managing external partners, clear interface coordination, as well as ongoing quality and process improvements.
- You lead the organizational unit in personnel, technical, and organizational matters.
- You define interfaces with the Service Desk Teams Back Office and Control Center as well as the two Managed Service Partners, and are also responsible for achieving the service levels of these.
- You are responsible for the ITSM practice 'Service Desk'.
- They escalate as needed within the scope of troubleshooting.
- You are responsible for providing dashboards for ongoing measurement of Service Level compliance, performance reports, and management reports.
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Our expectations of you
Qualifications
- You have very good knowledge of the structure and functioning of a modern Service Desk.
- You bring organizational skills for planning, structuring, and managing the diverse (coordination) tasks.
- You possess strong communication skills for responding to customer inquiries, complaints, and escalations, as well as for representing the Service Desk's services in various committees.
- You have knowledge in managing IT service providers (SIAM - Service Integration and Management).
- You have good knowledge of ICT systems, current ICT technologies, and ICT trends in the field of activity.
- You can demonstrate good German skills (at least Level C1).
Experience
- You have leadership experience in a similar environment (desirable).
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What we offer
- Your employment relationship is based on the Vienna Employees Act.
- Flexible working hours (without core hours).
- Opportunity to work remotely (up to 60%).
- Option to offset overtime or consume time off.
- Extensive training programs and opportunities for further development across a variety of roles within Wien Digital.
- Comprehensive health program: e.g., annual health check-up, company doctor, KFA insurance.
- We offer an entry-level salary of 5,076.05 euros gross per month (40 hours per week, 14 times annually).
- A higher salary may result from crediting relevant professional experience or equivalent activities as prior service periods.
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Benefits
Food & Drink
Higher Take-Home Pay
Health, Fitness & Fun
Work-Life-Integration
Job Locations
About Your Employer
Stadt Wien
Wien
The Magistrat of the City of Vienna employs approximately 65,000 workers, including the companies "Wiener Krankenanstaltenverbund" and "Wiener Wohnen". Of those employees, nearly half work for the company "Wiener Krankenanstaltenverbund". The wide range of services offered can be seen from the 260 different job groups.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Public Service, Unions
Team Leader Service Desk Front Office
- Salary
- from 5.076 € gross/monthEstimated net salary based on the gross salary in the job ad.from 3.254 € net/month
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
