Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 45.080 € Gross/Year
- Location
- Vienna
- Working Model
- Onsite
Job Summary
In this role, you will manage the Service Desk, optimize processes, oversee Incident Management, lead a team, and ensure support for complex system issues while implementing ITSM tools.
Job Technologies
Your role in the team
- Overall responsibility for the Service Desk.
- Ensuring service quality, compliance with and further development of SLAs.
- Monitoring of KPIs, continuous optimization of support processes.
- Responsibility for knowledge management, documentation standards, and internal communication.
- Management and assurance of incident management (hardware, software, clients) - 1st & 2nd level.
- Quality assurance of problem analyses, escalations, and solution finding.
- Operational support for more complex incidents and system issues.
- Responsible for efficient access management as well as handling of email, messaging, and other service requests.
- Standardization of recurring processes and automation of requests.
- Active role in the implementation of a new ITSM/Ticket tool (conceptualization, testing, deployment, training).
- Support for IT projects as an operational and organizational interface.
- Ensuring transparency and quality standards within IT service processes.
- Technical responsibility for IT trainees/apprentices.
- Coaching, training, and development of the team.
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Our expectations of you
Education
- Completed education in the field of IT/Computer Science (apprenticeship, technical school, HTL, university of applied sciences, or comparable).
Qualifications
- Very good expertise in Service/Helpdesk Management as well as ITIL-oriented processes.
- Solid knowledge of the Microsoft 365 and Azure environment.
- Broad technical expertise ('Jack of all Trades') in hardware and software.
- Personal qualities: organized, team-oriented, solution-oriented, reliable, and service-oriented.
- Excellent communication skills in German and English; additional languages are an advantage.
Experience
- Several years of experience in IT support (1st & 2nd level), leadership experience is desirable.
- Experience with ticket tools, ideally in the implementation or further development of an ITSM system.
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Benefits
Work-Life-Integration
Food & Drink
Health, Fitness & Fun
Job Locations
Topics that you deal with on the job
This is your employer
AOP Orphan Pharmaceuticals AG
Wien
The AOP Orphan company investigates, develops, produces and distributes innovative medications and applications worldwide to treat rare diseases - making it a European pioneer in the field of orphan diseases.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Pharmaceutical Sector, Chemical Industry, Biotech
IT Service & Support Manager
- Salary
- from 45.080 € Gross/Year
- Location
- Vienna
- Working Model
- Onsite
- Diversity
- Open for all genders
