Customer Success Manager – IT Service Desk

• Provide personal and operational support to an assigned customer base as part of a small, self-organized team
• Take end-to-end responsibility for customer requests in day-to-day operations
• Receive and qualify incidents and service requests via ticketing system, telephone, and remote support
• Provide 1st- and 2nd-level technical support for Microsoft 365, Windows, user and access rights administration, as well as client and user issues
• Communicate with customers throughout the entire ticket lifecycle
• Proactively provide updates on status, next steps, and delays
• Manage and follow up on tickets
• Coordinate more complex IT incidents and service requests with Customer Technical Management, expert teams, and internal departments
• Ensure high customer satisfaction by following up on outstanding issues, de-escalating situations, and identifying opportunities for improvement

• Several years of experience in IT support, service desk, or customer service, ideally within an IT systems integrator or managed services environment
• Knowledge of Windows 11, Microsoft 365, Microsoft Office, and user and access rights administration
• Experience providing remote support using ticketing systems, such as ServiceNow
• Basic knowledge of Exchange Online, Microsoft Teams, MFA, and networking and VPN topics
• Experience with DATEV or endpoint management is a plus
• Service-oriented communication skills and a strong sense of ownership for customer requests
• Independent, structured approach to work and the ability to set priorities effectively
• Strong ownership mindset
• Confident communication skills in German
• Based in Germany
• Authorization to work in Germany
• Fluent German

• 30 days of vacation
• Up to 25 days of working from another EU country
• Flexible choice between working from the office and from home
• Flexible availability between 8:00 a.m. and 5:00 p.m., coordinated autonomously within the team
• Professional certifications
• Individual training and development opportunities
• Opportunities for personal growth
• Collaborative team and welcoming culture
• Modern technology and clear structures
• Attractive salary
• JobRad bicycle leasing program
• Company pension scheme
• Free counseling through meinEAP, also available to family members
• Fair application process and equal opportunities in an inclusive work environment