call download fax letter pdf search x chevron
String (#2002730816)

Frankfurt am Main, 21.05.2021 12:00:00

Frankfurt School of Finance & Management is a research-led business school with university status, internationally accredited by EQUIS, AACSB International and AMBA. We provide a comprehensive range of educational and advisory services to students, executives, graduates, members of the general public, customers and partners from around the world. Our Office of the CIO requires, initially scheduled for 24 months, a IT Service Desk Manager (f/m/x).

This role in an important one for our business as the SDM serves as the key communication channel between our employees and “IT”. If you are tech-savvy, are interested in and skilled at service design and management and are someone who can clearly and professionally communicate with a variety of stakeholders, including upper management – we would like to hear from you!

Your tasks
  • Identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments.
  • Serving as the face, or voice, of our IT Service desk to our employees and customers.
  • Managing and maintaining a healthy service desk team, reflected in their consistency and unambiguous commitment to quality.
  • Utilizing and responding to employee satisfaction metrics.
  • Effectively managing, developing, and training the service desk team in order to ensure issues are resolved in a reasonable and agreed-upon timeframe, and that the employees and customers will receive courteous and consistent service.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Designing SOPs for the team that ensure that the customers will be informed, in language that is not technical jargon, about how their issue will be resolved.
  • Creating a culture where all members of the service desk take ownership of their tickets.
  • Choosing and implementing systems for gathering, analysing and sharing information to ensure that the service desk is effective, efficient and always improving.
Your profile
  • A relevant degree or certificate that formalises your IT-knowledge and interest (e.g. CompTIA, CSDM, SDI, etc.);
  • Experience working with international teams.
  • Proficiency in English and German;
  • Customer-orientation and an analytical mind-set;
  • Strong interest in acquiring further knowledge pertaining to data security and management of information systems.
  • Institutional Knowledge (of Frankfurt School) is a strong plus!
We would want you to have and nurture:
  • The ability to build a cohesive team and to manage people effectively.
  • Technical and tactical ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of all relevant industry standards (e.g. best-practices regarding privacy, security, and regulatory compliance pertaining to IT Services).
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • A complete understanding of the organization’s business.
  • An ability to think critically about systems and to make adjustments consistently as needed.
  • The ability to manage time effectively while setting the tone of the team through modelling and leadership.
Are you interested?

If you are interested, please send your application (CV, certificates and references as PDF files) as well as your desired salary and earliest start date by e-mail to A valid work permit for Germany is required.

Please note that you can only apply to this job by sending your application directly to us via e-mail. Please do not apply through any third-party recruitment agencies or websites.