Deutsche Bahn

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Manager IT Service Desk Regional Field Support (w/m/d)

Manager IT Service Desk Regional Field Support (w/m/d) Fachkraft Startdatum: ab sofort Job-Nr.: 102155
  • Schenker Deutschland AG
  • Dortmund, Düsseldorf, Hamburg, Hannover, München, Stuttgart
  • Informatik
  • Vollzeit (Dauer: Unbefristet)
  • Bewerbungsfrist: Offen

Bei DB Schenker sind Sie Teil eines globalen Logistiknetzwerks, das die Welt verbindet. Ein Netzwerk, das es Ihnen ermöglicht, Ihre Karriere aktiv mitzugestalten und Sie dazu anspornt neue Wege zu gehen. Mit mehr als 76.000 Kolleginnen und Kollegen weltweit heißen wir Vielfalt willkommen und wachsen mit den Erfahrungen, Perspektiven und Fähigkeiten jedes Einzelnen. Gemeinsam sind wir hier, um zu bewegen.

Für unsere Zentralabteilung Global Infrastructure Services (L.LCI) suchen wir deutschlandweit zum nächstmöglichen Termin einen

Manager IT Service Desk Regional Field Support (w/m/d)

Ihre Aufgaben:

  • Responsible for the regional escalation management regarding ITSD Field Support topics, incl. support of decision making, risk management and prioritization
  • Ensures appropriate reporting and notifications to regional key stakeholders and that key performance indicators are measured and reported
  • Field support will be dispatched by either L1 or L2 support using the Field support function within Service Now, setup will require configuration data to be captured, imported and maintained for internal & external resources so that resources are dispatched in the most efficient manner.
  • Lead and facilitate postmortem / deep dive investigations into high impact incidents, take ownership to drive root cause investigation, risk mitigation, and ensure a permanent reso-lution is executed
  • Resolution of tickets assigned to Field Support.
  • Support to manage escalations and resolves customer complaints related to field support
  • Ensures support and maintenance of local IT services (i.e. applications, user hardware and network/infrastructure which are defined country by country)
  • Coordination of support for local installation of PCs, notebooks and software components, infrastructure in conjunction with local or global GIS programs
  • Work with 3rd party suppliers in accordance with Schenker processes as identified by the country support plan.
  • Quality of Service management including SLA / KPI compliance and corrective actions for internal / external resources.
  • Identify and execute Continuous Service Improvements
  • Resource management – planning, onboarding of new staff, target setting & review, disci-plinary etc (if applicable). in accordance with country specific rules & regulations.
  • Implementation of global standards for the field support teams. (i.e. trainings, skills, tools)
  • Ensures integration testing of new or changed solutions so that the Field resources pro-vide a first-class Quality of Service.
  • Implementation of Branch Health Check (BHC) and Cyber Cafe concepts for all countries / branches within the region.
  • The work environment for this position demands 20% of traveling throughout the region with a further requirement to travel at times to other offices
Unsere Anforderungen:
  • 5+ years directly related work experience
  • 3+ years of experience in a supervisory Field Support role
  • Ability to interact with employees at all levels
  • ITILv3 Foundation certification
  • Excellent organizational, communication, and problem-solving skills and a proven under-standing of IT business needs and knowledge of IT industry standard best practices
  • Working knowledge of basic hardware and software products
  • Excellent Microsoft Office Skills
  • Fluent in German and English (verbal & written)
Art des Stellenangebotes:


  • Es ist kein Abschluss erforderlich

Was wir bieten

Vollzeit (Dauer: Unbefristet)