Service Desk Team Lead with German

Andersen is a global software development company with over 18 years of experience supporting businesses worldwide in digital transformation. It operates development centers across multiple countries, delivering end-to-end IT services including custom software development, API integration, system architecture, legacy modernization, and long-term support. Andersen has a team of 3,700+ experts across 16+ global locations, serving industries such as Healthcare, FinTech, Logistics, Automotive, Manufacturing, E-commerce, and Multimedia & Entertainment.

• Experience as a Service Desk Team Lead for 1+ years.
• Hands-on experience in IT support operations for 5+ years.
• Experience with ticketing systems, incidents, and request management.
• Good understanding of SLA and KPI management.
• Experience with operational reporting and ticket queue monitoring.
• Ability to coordinate shift-based support work.
• Ability to monitor team performance and quality, manage escalations and priorities.
• Ability to support onboarding and training.
• Readiness for occasional on-call coordination.
• Strong communication, stakeholder management, and team coordination skills.
• Level of English – from Intermediate+ and above.
• Level of German – from Upper-Intermediate and above.

Nice to have:

• Service desk expertise.

• Coordinating daily Service Desk operations, ticket queues, workload, and priorities.
• Monitoring SLA performance, KPIs, ticket aging, backlog, and escalations.
• Ensuring timely resolution of incidents and service requests following agreed procedures.
• Acting as the primary operational contact for the client, communicating service status, risks, and blockers.
• Coordinating escalations with L2 SysOps and specialized resolver teams.
• Preparing operational reports and SLA performance metrics.
• Supporting onboarding, training, and performance monitoring of Service Desk engineers.
• Supporting shift planning, on-call coordination, and effective handovers between support teams.