Head of ICT Customer Service Support (m/f/d)

Helmholtz Zentrum München - German Research Center for Environmental Health (HMGU)

München, Germany

Work group:

ICT Information Communication Technology



Area of research:

Executive posts



Starting date:

01.03.2020



Job description:

As German Research Center for Environmental Health, Helmholtz Zentrum München pursues the goal of developing personalized medical approaches for the prevention and therapy of major common diseases such as diabetes mellitus, allergies and lung diseases. To achieve this, it investigates the interaction of genetics, environmental factors and lifestyle.


The ICT department provides the renowned researchers at the Helmholtz Zentrum München with support for all aspects required for a modern and future-oriented IT and office infrastructure within a pulsating international environment. In collaboration with a highly dynamic and innovative team of researchers, we develop applications in the fields of Artificial Intelligence and Deep Learning.


To manage our ICT Customer Service Support Department, starting as soon as possible, we are looking for a full-time, committed


Head of ICT Customer Service Support (m/f/d)
2020/0017

You have excellent customer service skills, are enthusiastic about IT and have management experience that you would like to make use of in a dynamic, scientific environment. The role involves setting up and managing a modern IT Service department.


Your responsibilities


Responsible for around 3,000 IT work stationsManaging and holding operational responsibility for IT Service Support (first-level support)Continued development of the service offering for all IT clients (various operating systems, mobile end devices and communication applications)Documentation and provision of analysis tools for quality assurance and quality management of IT Service SupportIncrease professionalism of internal servicesProfessional and disciplinary management of the departmentResponsibility for the department’s allocated operating and project budget

Your qualifications


Completed university degree/master’s degree (or comparable qualification) in computer science, information technology, engineering or natural sciences with a focus on ITSeveral years of professional experience in a managerial role (min. 5 years) as well as experience in managing, motivating and encouraging employeesExperience in leading a customer service teamWe attribute a special value to the understanding of a managed service of clients of the operating systems Microsoft Windows, Apple MacOS and Linux as well as solid knowledge of server technologies of a central client-server environment such as Active Directory, WSUS, central file systems Extensive experience in monitoring KPIs, SLAs and guiding IT service providersMethodological and process-related skills in IT service management (ITIL) and an excellent overview of current technologies and developmentsStrong sense of responsibilities along with excellent social and communication skillsExperience with heterogeneous IT environmentsFluent spoken and written German, business English

Your personal profile


you bring high levels of commitment and flexibility, willingness to cooperate, personal responsibility and the willingness to learn new thingsLoyalty, discretion and accuracyyou are a good teamworkerindependent, quality-oriented and proactive way of working

We can offer you


A challenging and varied role with freedom of actionThe opportunity to make an impactA wide range of targeted further training opportunitiesTo ensure compatibility between your private life and professional life: Flexible working hoursCompany health managementChildcare facilities directly on the campusElder care and additional guidance and support services

With its many lakes and alpine surroundings, Munich is one of the most beautiful cities in the world. Its first-class universities and research institutes give the city a pulsating and intellectual atmosphere.


The classification is made according to the fulfillment of personal requirements, taking into account the remuneration requirements of the civil service (Confederation) with IT allowances.

The position is permanent with a probationary period of six months.


As a holder of a Total E-Quality award, we encourage equal opportunities. Applications from women are welcome. In cases where applicants are equally qualified, severely disabled applicants will be given priority.


Curious? If you have any further questions, please call Sandra Mayer on +49 89 3187-4171 or send an email to sandra.mayer@helmholtz-muenchen.de.


We are looking forward to receiving your comprehensive online application.



Please apply via recruiter’s website.

Quote Reference: 2020/0017