Join our team as a Service Desk Supervisor and play a key role in shaping an exceptional IT support experience across Germany and Southern Europe. You’ll guide a motivated team, drive service excellence, and make a real impact every day in a dynamic, peoplefocused environment. If you’re a proactive leader who loves developing talent and improving service performance, we’d love to meet you.

• Location: Germany (Bochum Hybrid)
• Role: Service Desk Supervisor
• Employment Type: Full-time
• Department: IS Service Desk
• Reports To: Service Desk Manager
• Languages: German and English

About the Role

We are looking for a Service Desk Supervisor to join our Southern Europe team and oversee the delivery of a highquality, customerfocused IT Service Desk operation in Germany.

In this role, you will lead, support, and develop a team of Service Desk Technicians, ensuring consistent service excellence, strong incident and request management, and efficient processes aligned with our standards and values.

This is an ideal position for someone with strong technical understanding, excellent communication skills, and a genuine passion for developing people while improving service performance.

Why Join Us?

At UCI, we foster a collaborative, inclusive, and supportive environment where leaders empower their teams to grow.

You will have the opportunity to:

• Influence service quality across the region
• Lead a motivated team and improve their capability
• Work closely with Service Delivery, IS teams, and crossfunctional partners
• Contribute to continuous service improvement and documentation
• Be part of a dynamic, peoplefocused technology culture

What You’ll Be Doing

Team Leadership & People Management

• Lead and support the German Service Desk team in daytoday operations.
• Ensure high-quality communication, ownership, and customer care across all interactions.
• Coach team members, provide feedback, and address performance issues constructively.
• Plan and coordinate team training, onboarding, and development activities.
• Promote teamwork, collaboration, and a positive work environment.
• Be main support for Support office users and point of contact for cinemas.

Service Operations & Technical Oversight

• Ensure proper triage, diagnosis, and resolution of incidents and service requests.
• Guarantee adherence to Incident Management, Service Request, and Major Incident procedures.
• Act as an escalation point for complex or highimpact issues, including out-of-hours situations when required.
• Oversee ticket quality, ensuring all cases include sufficient detail for resolution and review.
• Manage relationships with suppliers and third parties for escalations and onsite visits.

Documentation, Processes & Continuous Improvement

• Create, maintain, and improve knowledge base articles and service documentation.
• Support monitoring of system and service health across the region.
• Ensure full compliance with SOX and internal controls.
• Maintain and support the ITSM platform (ServiceNow).
• Participate in regional and cross-functional projects as required.

Who You Are

You are an empathetic, proactive, and organised leader with a passion for IT service excellence. You bring:

Skills & Experience

• Solid understanding of IT systems and troubleshooting.
• Technical background with experience in:
  • Active Directory / Windows environments
  • LAN/WAN fundamentals
  • Routine installation/configuration of hardware and software
• Familiarity with corporate applications.
• Experience with M365 and ServiceNow (desirable; training available).
• Ability to prioritise, coordinate, and manage workloads in a fast-paced environment.
• Strong communication skillsclear, friendly, and businessoriented.
• Proven ability to resolve problems using data and structured methods.
• Strong sense of ownership, accountability, and teamwork.
• Experience with ITIL Foundation is a plus.

Our Values (How You Lead)

• Passion: Seek continuous improvement and aim to exceed expectations.
• Insight: Apply experience and available tools to restore service quickly.
• Accountability: Own issues until full resolution and support the team.
• Respect: Welcome diverse opinions and approaches.
• Trust: Act with integrity, communicate clearly, and build confidence.
• Fun: Foster a friendly and enjoyable work environment.

What We Offer

• A supportive, diverse, and inclusive workplace
• Opportunities to grow your career within IS and Service Delivery
• Ongoing training and development
• Competitive salary and benefits
• A role that allows you to make real impact every day

How to Apply

If you are excited to lead a high-performing team and deliver outstanding IT service, we would love to hear from you.