Ticket and Process Manager – IT Enterprise

🕒 February 15

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DATAGROUP

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1983

🤝 B2B

☁️ SaaS

🔒 Cybersecurity

B2B • SaaS • Cybersecurity

DATAGROUP is a leading provider of IT outsourcing and consulting services, offering a comprehensive range of solutions including cloud services, application management, and IT security. With a strong focus on customer satisfaction and standardized services, DATAGROUP ensures a seamless IT operation for companies by providing modular and customizable solutions such as the CORBOX. Based in Germany, the company's operations are certified for security and quality, making it a reliable partner for diverse industries, including finance and public sector.

📋 Description

• In this exciting interface role you will work with our specialist and management teams to shape the operational and strategic development of our ticket management and internal IT processes within a complex enterprise environment. • You will act as the central link between day-to-day operations and long-term objectives, making a decisive contribution to the advancement of our IT infrastructure. • Project & Process Management: You will independently plan, manage and implement internal projects in the enterprise environment. You will coordinate resources, dependencies, schedules and deliverables — always with a focus on efficiency and quality. • You will analyze, document and optimize existing technical and organizational processes together with the specialist teams. • You will identify improvement opportunities and implement them in a pragmatic way. • You will bring in best practices and actively drive the continuous development of our process landscape. • You will support the department management in preparing strategic topics — e.g. project portfolios or decision papers. • You will evaluate project metrics and derive well-founded recommendations for management. • Ticket Management: You will be responsible for the central ticket management in our “Server & Infrastructure” area — from intake to assignment. You will handle inquiries at 1st Level independently or escalate more complex issues to the responsible contacts (all genders) at 2nd Level. • You will monitor ticket handling according to ITIL standards and ensure quality. • You will identify and activate the necessary resources in case of incidents. • You will take responsibility for monitoring all incidents and service requests in your areas of expertise. • You will further develop ticket-handling processes and systematically identify weaknesses.

🎯 Requirements

• Ideally, you have completed vocational training as an IT specialist (Fachinformatiker) with a focus on system integration, or as a career changer (all genders) you have gained several years of professional experience in IT support. • You have broad knowledge in the IT infrastructure domain, ideally with a focus on virtualization, servers or storage. • You have initial experience in managing and coordinating innovation projects — in cooperation with various technical teams. • You have good ITIL knowledge and ideally hold a certification (or are willing to obtain one during your employment with us). • You enjoy working with processes and analyzing complex issues. • You demonstrate strong customer orientation and a pronounced service mindset. • You like coordinating and follow tasks through until they are resolved. • You are proficient in German (written and spoken) and have good English skills.

🏖️ Benefits

• A tailored onboarding with a personal mentor — you won’t be thrown into the deep end. • No day is the same: challenging, varied, responsible — but never boring. • Flat hierarchies instead of procedural red tape. Just say it directly. • Flexibility as you need it: hybrid working, flexible hours, additional vacation days — this is our reality. • Modernly equipped offices: height-adjustable desks, dual monitors, quiet areas and open spaces — whatever you prefer. • JobRad & team spirit: whether road bike or e-bike — we’ll arrange your new ride. And yes, we celebrate sports together (including sponsorship!). • Pension plan? We have one, generally with employer contribution. Well prepared for the future. • Our corporate benefits invite you to shop and experience.