About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Job Description

Role Description: We are looking for an experienced German-speaking SD Team Manager to lead our technical support operations in a fast-paced, global environment. You will manage and develop a high-performing support team, ensuring consistent delivery of high-quality first-line IT services and compliance with agreed SLAs. This role offers a hybrid working model with flexible scheduling and leadership responsibility within a 24/7 support operation.

Responsibilities

What You'll Be Doing

Act as the primary point of escalation for German-speaking clients, ensuring timely and professional resolution of inquiries across phone, email, web chat, and other support channels in line with defined SLAs.
Lead, coach, and motivate a team of service desk analysts to consistently deliver high-quality customer service in accordance with Capgemini's quality standards.
Oversee accurate incident and service request logging within the ticketing system, ensuring completeness, prioritization, and compliance with internal processes.
Monitor team performance and ticket queues to ensure SLA adherence, workload balance, and prompt issue resolution.
Support the team with technical guidance, root-cause analysis, and troubleshooting of complex IT issues, escalating to higher-level support teams when required.
Collaborate closely with the Incident Manager on critical and high-priority incidents, ensuring effective communication and rapid resolution.
Take full ownership of the end-to-end support process, proactively identifying risks, process gaps, and areas for continuous improvement.
Drive continuous improvement by promoting best practices, process optimization, and effective use of support tools and automation solutions.
Ensure clear, professional, and culturally appropriate communication with German-speaking stakeholders, both written and verbal.

Experience & Qualification

Bachelor's degree in Computer Science or a related discipline
At least 2 years of experience in a similar team management role, with 4+ years of overall professional experience
Strong understanding of IT concepts, systems, and technologies
Excellent written and verbal communication skills in German

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Get the future you want | www.capgemini.com

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