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Group Manager, IT Service Desk, DACH

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Date: 12-Aug-2019

Location: Ingolstadt, DE

Company: Kaspersky Lab

Group Manager, IT Service Desk, DACH (m/f)


Summary: The IT department at Kaspersky Lab DACH is responsible for all IT provision for Kaspersky Lab DACH, Eastern Europe, BeNeLux and Israel offices. This includes not only computer equipment and software but also audio-visual and telephone equipment and server equipment in Data сenters. This position requires an excellent knowledge of IT systems and someone with solid IT helpdesk or IT System Administration experience and team leadership experience. The role is based at our office in Ingolstadt, Germany, standard working hours. Travel will be part of this role which we expect, on average, to 1-2 times per month. You will manage a small team and report to the Head of IT Service Desk, Europe and META. 


What will you be doing: 

  • Users IT support (Service Desk), IT support of business services
  • Server equipment support (Infrastructure)
  • Ensure Incident Management and Request Fulfillment, Knowledge Management, Crisis Management, Service Transition processes works in the DACH region
  • Budgeting and IT assets planning
  • Provide support of IT projects and infrastructure tasks in the DACH region
  • Recruit, supervise and train DACH region IT SD employees
  • Cross location IT Support on EU level as well as close co-operation with our Head Office in Moscow
  • Server Administration; assisting with the implementation of new server and network infrastructure hardware
  • Network technics (Installation and maintenance); provide first support for network infra equipment (switches and routers)
  • Server equipment support in data centers
  • Prepare technical proposals for improvement
  • Support different specialised applications
  • User Training


What are we looking for: 

  • Fluent written and verbal communication skills in English and German
  • Excellent  service orientation combined with a confident and engaging personality
  • Great people skills; customer focused
  • Specific education and experience in ICT field (Informational Technician, Telecommunication or similar)
  • In depth knowledge and experience of supporting MS Windows OS (7/10/2008/2012)
  • Experience of basic Windows Server 2008/2012 (AD administration, including user creation, passwords / DNS / DHCP, etc)
  • Knowledge and some experience of IP networks (Routing, Firewall)
  • Knowledge of Linux & Mac desired would be an advantage
  • Microsoft Certification welcome
  • Knowledge of VoIP telephony (Avaya) is an advantage
  • Experience of budgeting and IT assets planning
  • All round team leadership experience (including recruitment, training, motivating, managing)
  • A responsible and structured working method; ability to plan, prioritize and organize team work and their own work
  • Team spirit and a positive attitude in reaching aims together; able to work independently and as part of a team
  • ITIL Knowledge as well as basics and first experiences in Project Management would be an advantage
  • Is motivated by a role that combines both leadership and hands on qualities
  • Experience of working in an international environment
  • Able to travel as part of the role (1-2 times per month on average). 


CV's required in English.