IT Support Manager for the coordination of the IT support team (f/m/d)

The Bundesanstalt für Immobilienaufgaben (BImA) is the federal government's real estate service provider, which supports the real estate policy objectives of the federal government and provides the necessary land and buildings for almost all federal authorities. Accordingly, we are represented throughout Germany with over 7,000 employees and take care of a very broad and diverse real estate portfolio as well as the ecological use and maintenance of natural areas of the federal government. For these varied and responsible tasks, we are looking for innovative minds who think and act sustainably.

With the management and continuous optimization of the IT infrastructure, we ensure secure and smooth digital processes in the Information Technology division. As a modern IT unit, we advise on all content-related, process-related and economic issues. We are constantly developing BImA's "digital nervous system".

That's why we need you! Join BImA with us!

The Head Office is looking for a member of staff for the Information Technology division in Bonn or Potsdam to start as soon as possible:

IT Support Manager for the coordination of the IT support team (f/m/d) (pay group 11 TVöD Bund / BesGr. A 11 BBesO, ID: ZEIT4120, Job ID: 1137028 [Bonn] or 1137424 [Potsdam]

Depending on the applicant situation, an additional temporary specialist allowance of up to 1,000 euros per month may be considered.

The position is permanent.

What are your main tasks?

We are looking for an IT Support Manager (f/m/d) to provide technical leadership to our team and help ensure efficient and responsive IT support.

As an IT Support Manager, you will be responsible for managing and monitoring all IT support activities. You will develop guidelines and methods to continuously improve and ensure the support process.
You plan and monitor the deployment of resources to ensure that support requests are processed promptly and effectively. You place great emphasis on preventing escalations and complaints to ensure a positive customer experience.
In your role as IT Support Manager, you will document incidents and solutions, analyze issues and apply known solutions. You will play a key role in establishing and continuously developing knowledge management and work closely with all L2 areas and problem management to find sustainable solutions.
Close coordination and collaboration with other specialist departments and external service providers is a matter of course for you. You control and monitor external services in the incident management process and ensure that service level agreements are adhered to.
You will also be responsible for managing and monitoring IT service order processing. You will develop strategies, guidelines and methods for efficient order processing and analyze the reporting system to identify continuous improvements.

We work in a mobile and flexible way. Nevertheless, the post/workplace occasionally involves business trips, including throughout Germany.

What do we expect?

Qualification:

You have a university degree (Diplom FH/Bachelor) in computer science, business informatics or industrial engineering or a comparable qualification or a career qualification for the higher technical service.

Specialist skills:

You have sound knowledge and experience in the area of service desk, especially with regard to service desk processes.
You have sound knowledge and experience in using service desk tools
You have sound knowledge and experience in the creation of operational service processes
You have sound knowledge and experience in planning and managing service desk teams.
You have sound knowledge of standard IT applications (Microsoft Office applications, Windows).
You have knowledge of IT incident management.
You have knowledge and experience in ITIL.
As an IT Support Manager, you have methodical knowledge of user training.
In your role, you will have experience in creating documentation and handouts for IT applications.
You have knowledge of IT law, IT compliance, data protection and information security.
Knowledge of technical English rounds off your profile.

You have a thorough and careful way of working with a high level of reliability.
You have good organizational skills and the ability to think and act commercially.
You have the ability to familiarize yourself with changing areas of responsibility
You have good comprehension skills.
You have initiative and the ability to work creatively and conceptually
You work independently, thoroughly and in a goal-oriented manner, even with an increased workload
Your verbal and written communication skills are good and you have strong communication skills.
In addition to customer/addressee-oriented behavior, you demonstrate strong and goal-oriented negotiating skills.
You have the ability to work in a team and are both critical and socially competent.
You have good judgment combined with the ability to make decisions and take responsibility.

What do we offer?

An interesting and varied job with all the benefits of a large public employer
Compatibility of family and career in terms of working hours
Mobile working incl. equipment for mobile working
Special annual payment in accordance with the applicable collective agreement provisions
30 days vacation
Company pension scheme
Professional development opportunities and extensive training opportunities
Health promotion courses and preventive measures
Free parking facilities
Convenient location
Subsidy for the DeutschlandJobticket (DJT)
Possibility of renting an apartment from the federal housing assistance scheme

Have we piqued your interest?

Then apply online by July 3, 2024 via the central application platform INTERAMT under the job IDs 1137028 (Bonn) or 1137424 (Potsdam).

The selection interviews are expected to take place in the 30th calendar week.

Do you have any questions?

If you have any questions about the application process, please contact Ms. Werschnitzke on +49 30 3181-1250.

If you have any questions about the area of responsibility, please contact Mr. Buchmüller on +49 228 37787-602.

Further information can also be found at

Information on data protection and storage of your data in accordance with the GDPR in the course of your application to BImA can be found here

Notes:

The jobs at the Federal Agency for Real Estate are generally also suitable for part-time employment. If corresponding applications are received, it will be checked for the respective job whether the part-time wishes can be met within the scope of the official possibilities (in particular requirements of the job, desired organization of part-time work).

Selection will be based on suitability, aptitude and professional performance. We are particularly pleased to receive applications from severely disabled people or people of equal status and give them preference if they are equally suitable.

If a degree certificate is not yet available at the time of application, written proof of the module grades obtained to date must be enclosed. If you have obtained a university degree abroad, please enclose proof of the equivalence of the degree with your application documents. Information on the recognition of international degrees can be found at the Central Office for Foreign Education (ZAB).

The Bundesanstalt für Immobilienaufgaben may not establish any new civil servant relationships. The transfer of civil servants (with the same status or the next lower grade) is possible with the approval of the Federal Ministry of Finance (BMF).