German‑Speaking Service Desk Team Manager

About the role

Capgemini is seeking an experienced German‑speaking Service Desk (SD) Team Manager to lead its technical support operations in Egypt. You will oversee a 24/7 first‑line IT service team, ensuring high‑quality delivery, SLA compliance, and continuous improvement in a fast‑paced, global environment.

Key responsibilities

• Act as the primary escalation point for German‑speaking clients across phone, email, chat and other channels.
• Lead, coach and motivate a team of service desk analysts to meet Capgemini’s quality standards.
• Ensure accurate incident and service request logging, prioritisation and compliance within the ticketing system.
• Monitor ticket queues, team performance and SLA adherence, balancing workload and prompt resolution.
• Provide technical guidance, root‑cause analysis and troubleshooting for complex IT issues.
• Collaborate with the Incident Manager on critical incidents, ensuring effective communication and rapid resolution.
• Own the end‑to‑end support process, identifying risks, process gaps and driving continuous improvement.

Required profile

• Minimum 48 months (4 years) of experience in IT service management or technical support.
• Fluent German (spoken and written) with strong communication skills.
• Proven leadership experience managing a service desk or similar support team.
• Ability to work in a hybrid model with flexible scheduling.

Required skills

• Ticketing system
• Technical support
• Systems
• Troubleshooting
• IT concepts
• Root‑cause analysis
• Automation solutions
• Support tools