IT Operations Manager (m/f/d) Service Delivery & End-User Support
TOPdesk is an international software company specializing in service management with 900 employees in 8 countries and 5,000 customers worldwide. For our Kaiserslautern office, founded in 2004, we are looking for an IT Operations Manager (m/f/d) Service Delivery & End-User Support.
- 40
- Mid-level
- University degree/Vocational qualification
- Kaiserslautern
Where will you end up?
As IT Operations Manager, you’ll lead the IT Operations team across our Delft HQ, Germany, and Hungary, ensuring high-quality end-user support and IT service delivery. You’ll collaborate closely with the Director of IT and the broader IT Management Team to scale support processes, modernize our tooling, and help shape the future of internal IT at TOPdesk.
Your job
- Lead and develop the IT Operations team, creating a high-performing and collaborative support team
- Ensure reliable, responsive global IT support and endpoint lifecycle management across multiple countries
- Oversee service desk operations and knowledge management (e.g., documentation, self-service enablement), and introduce ITSM best practices
- Identify and implement improvements across support processes, performance metrics (SLA, CSAT), and tools used by the team
- Act as the final escalation point for complex end-user issues across services, devices, and platforms
- Collaborate with Infrastructure and Applications teams to ensure alignment with global IT strategies
- Drive onboarding/offboarding process excellence and provisioning standardization
- Support global initiatives around hardware/software lifecycle, asset tracking, and compliance
- Managing suppliers and vendors on various projects around hardware and software
Your profile
- 5+ years of experience in IT Operations or End-User Support leadership, ideally in a multi-site or international setup
- Experience managing and developing IT teams and individual members
- Strong working knowledge of: ITSM tools such as TOPdesk, Jira Service Management, ServiceNow
- Endpoint management with Microsoft Intune or similar like Jamf, Kandji
- Azure (cloud infrastructure, identity, and endpoint integrations)
- Device lifecycle management and asset tracking practices
- EntraID and modern identity management principles
- Solid understanding and application of ITIL principles (v4 certification a plus)
- Hands-on mindset: you’re not afraid to step in when needed to support the team
- Excellent communication skills in English (Dutch is a plus)
What we offer
The nicest colleagues, a laptop, and a salary that grows with you. That is a no-brainer, of course. But there’s more. Much more. In the Employee Handbook, you’ll discover all of our employment conditions.
Vacation
30 days' vacation a year - enough time to switch off, discover new things or simply do nothing for a change.
Salary
Vacation pay, special payments, monthly tax-free benefit in kind in the form of a Mastercard, corporate benefits.
Remote work
There is the possibility to work partly remotely after onboarding. As it fits in with appointments or other requirements.
Vacation
30 days' vacation a year - enough time to switch off, discover new things or simply do nothing for a change.
Salary
Vacation pay, special payments, monthly tax-free benefit in kind in the form of a Mastercard, corporate benefits.
Remote work
There is the possibility to work partly remotely after onboarding. As it fits in with appointments or other requirements.
The job interview process. This is how we do it!
1 You apply
You send your CV and cover letter. Within the week, you'll hear if we're going to meet.
2 You receive an invitation
Your preparation for the interview: You don't need to know all the company figures by heart, but it is an advantage if you have read up on our company in advance so that you can ask us any questions during the interview. Dress code: There is no prescribed dress code at TOPdesk. Just come in your favorite sneakers.
3 We get to know each other
During the interview, we'll tell you more about TOPdesk and you'll tell us more about yourself. The aim? To find out whether we are a good fit. It is particularly important for us to get to know your personality, as we cultivate a corporate culture in which every person and their individual skills are valued. Just be yourself!
4 We meet again
Let’s find out if your experience and skills make you the perfect fit for the job and team.
5 Contract discussion
Are both sides enthusiastic? Then we will plan another meeting as soon as possible to conclude a contract.
6 Welcome to TOPdesk
After you have signed the contract, we will agree the date of your first working day. Your career at TOPdesk can begin! Your personal buddy will be at your side right from the start and will help you to quickly find your feet in your new working life.
Are you interested?
Then we look forward to receiving your comprehensive application, including your salary expectations, using the application form below.
We are also interested in how you heard about us and why you are interested in TOPdesk as a future employer.
* We welcome applications from all interested parties, regardless of their ethnic and social background, age, religion, gender, disability, sexual orientation, or identity.
Apply now