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AVL

Team Lead, Global Service Desk

AVL

As an IT Service Desk Team Lead at AVL, you'll build high-performing teams and deliver outstanding IT support. Shape global service excellence in an international environment.

Posted 7/3/2026full-timeÉrd • 🇭🇺 HungarySeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and communication skills while managing a high-performing global service desk team. Focuses on operational excellence, customer satisfaction, and effective resource planning to meet KPIs and quality standards.

Highest-signal resume keywords
IT Service Desk ManagementITIL CertificationJira Service ManagementServiceNowCustomer Focus

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Operational ExcellenceResource PlanningShift SchedulingPerformance Metrics AnalysisKnowledge Transfer
Soft Skills
LeadershipCommunicationService OrientationCollaborationProblem Solving
Tools & Technologies
ITSM ToolsJira Service ManagementServiceNow
Certifications & Qualifications
ITIL Certification
Industry Keywords
Global Service DeskCustomer SatisfactionKPI ManagementStakeholder ManagementMulticultural Collaboration

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Build-up, lead, coach, and continuously develop a high-performing, service-oriented global service desk team
  • Take ownership of the successful setup for operational excellence of the Global Service Desk
  • Ensure efficient service coverage through effective resource planning, staff allocation, and fluctuation management
  • Support the onboarding and integration of new team members
  • Drive knowledge transfer from other support units into the Global Service Desk
  • Collaborate closely with multicultural global teams, external service providers, and business partners
  • Manage escalations and stakeholder expectations in a professional and solution-oriented manner
  • Focus on delivering defined services against KPIs and quality standards set by headquarters
  • Champion high service quality and customer satisfaction across all support interactions
  • Identify and implement improvement opportunities based on performance metrics, service feedback, and operational insights

Requirements

What you’ll need
  • Strong leadership and excellent communication skills
  • High level of customer focus and service orientation
  • Several years of professional experience in operation and/or management of an IT Service Desk, at least at Team Lead level
  • Experience working with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms
  • ITIL certification beyond Foundation level (mandatory) is a strong advantage
  • English and German knowledge
  • Experience in creating and managing shift schedules is a plus

Benefits

Comp & perks
  • Group accident insurance
  • Private medical insurance
  • Flexible working time
  • Home office possibility (60%)
  • International projects
  • Business trips
  • Travel reimbursement
  • Relaxation and fitness room
  • Cafe and restaurant in the office building