Manager CoE IT Infra Global Service Desk (f/m/d) at atsaustria

📍 Job Overview

Job Title: Manager CoE IT Infra Global Service Desk (f/m/d)
Company: AT&S
Location: Leoben, Austria
Job Type: On-site
Category: IT Infrastructure Management
Date Posted: June 24, 2025
Experience Level: 5-10 years

🚀 Role Summary

Lead and develop a global IT service desk team to ensure consistent, high-quality IT support across multiple regions.
Collaborate with IT leadership to align support services with business goals and promote continuous improvement.
Manage local service desk section managers and coordinate tasks and resources across locations for optimal efficiency.

📝 Enhancement Note: This role requires a strategic mindset to balance global IT support standards with regional needs and ensure business continuity.

💻 Primary Responsibilities

Team Leadership & Development: Lead and develop a global service desk team, including local section managers, to ensure standardized, high-quality IT support delivery across all regions.
Service Delivery Management: Monitor KPIs and SLA compliance using ITSM tools (e.g., ServiceNow, Jira) and maintain global service desk procedures and documentation aligned with ITIL standards.
Incident Management: Act as an escalation point for critical incidents to ensure business continuity and coordinate tasks and resources across locations for optimal efficiency.
Stakeholder Collaboration: Collaborate with IT leadership to align support services with business goals and promote continuous improvement.
Team Development & Growth: Promote continuous improvement and support team development to enhance skills and advance careers.

📝 Enhancement Note: This role requires strong leadership, communication, and organizational skills to effectively manage global teams and ensure consistent service delivery.

🎓 Skills & Qualifications

Education: Bachelor's degree in IT, Computer Science, or a related field.

Experience: Minimum 5 years of IT management experience, including 2+ years in a global/multi-location role.

Required Skills:

Experience with ITSM tools and frameworks such as ITIL, COBIT, Agile/DevOps
Strong leadership, communication, and organizational skills
Analytical mindset with a focus on data-driven decision-making
Fluency in German and English (spoken and written)

Preferred Skills:

Experience in the electronics or manufacturing industry
Knowledge of IT service management best practices and trends
Familiarity with ServiceNow or similar ITSM platforms

📝 Enhancement Note: While not explicitly stated, experience in IT service management and familiarity with ITIL processes would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in leading global IT service desk teams and driving continuous improvement.
Showcase successful IT service management projects and their impact on business outcomes.
Highlight any relevant certifications (e.g., ITIL, COBIT) and professional development achievements.

Technical Documentation:

Prepare a document outlining your approach to global IT service desk management, including strategies for ensuring consistent service delivery across regions and driving continuous improvement.
Include examples of how you have used data and analytics to inform decision-making and improve IT service performance.

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on experience and qualifications, in accordance with the Austrian Collective Agreement for the Electrical and Electronics Industry, employment group G)

Benefits:

Meaningful role with opportunities for long-term growth in an international environment
Chance to actively contribute to AT&S' success and create value
Structured and tailor-made onboarding program along with continual training opportunities
Modern company canteen with freshly prepared meals every day
Free parking spaces and e-charging stations
Diverse health measures and a wide range of employee benefits

📝 Enhancement Note: The provided salary range is an estimate based on industry standards for IT management roles in Austria. Actual compensation may vary depending on experience, qualifications, and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: AT&S is a leading global manufacturer of high-end IC substrates and printed circuit boards, operating in the electronics and manufacturing industry.

Company Size: Medium to large, with multiple plants across Austria, China, India, and Malaysia, as well as sales offices around the globe.

Founded: 1984, with a rich history in the electronics industry and a strong focus on innovation and leading-edge technologies.

Team Structure:

The CoE IT Infrastructure team is responsible for driving IT strategy, architecture, and service delivery across the organization.
The Global Service Desk team is a critical component of this structure, ensuring consistent and high-quality IT support for all users.
The role reports directly to the Head of CoE IT Infrastructure and works closely with IT leadership to align support services with business goals.

Development Methodology:

AT&S follows ITIL best practices for IT service management, with a focus on continuous improvement and data-driven decision-making.
Agile/DevOps methodologies are employed to ensure efficient and effective IT service delivery.

Company Website: https://www.ats.net/

📝 Enhancement Note: AT&S' focus on innovation and leading-edge technologies requires a strong understanding of emerging trends in IT service management and a commitment to continuous learning and improvement.

📈 Career & Growth Analysis

IT Infrastructure Management Career Level: This role is at the senior management level, responsible for leading and developing a global IT service desk team and driving continuous improvement in IT service delivery.

Reporting Structure: The role reports directly to the Head of CoE IT Infrastructure and works closely with IT leadership to align support services with business goals.

Technical Impact: This role has a significant impact on the overall user experience and business continuity, as it ensures consistent, high-quality IT support across multiple regions.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a more senior role within the IT organization or take on additional responsibilities within the CoE IT Infrastructure team.
Technical Skill Development: The role offers the opportunity to gain experience in global IT service desk management and develop expertise in ITIL processes and best practices.
Leadership Development: Leading a global team provides valuable experience in developing leadership skills and driving team growth.

📝 Enhancement Note: While not explicitly stated, there may be opportunities for career progression within the IT organization or the broader AT&S group, depending on performance and business needs.

🌐 Work Environment

Office Type: On-site, with a modern and collaborative work environment that encourages team interaction and knowledge sharing.

Office Location(s): Leoben, Austria, with additional offices across Austria, China, India, and Malaysia.

Workspace Context:

Collaborative Workspace: The office features an open and collaborative workspace that fosters team interaction and knowledge sharing.
IT Infrastructure: AT&S invests in state-of-the-art IT infrastructure to support the needs of its global operations and ensure high-quality IT service delivery.
Work-Life Balance: AT&S offers a structured and tailor-made onboarding program along with continual training opportunities to support employee growth and development.

Work Schedule: Full-time, with standard working hours and flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: While the role is on-site, AT&S' global presence and commitment to collaboration may offer opportunities for remote work or hybrid arrangements in the future.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A phone or video call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment of your IT service management skills, focusing on your experience with ITSM tools, ITIL processes, and global team leadership.
Behavioral Interview: An in-depth discussion of your leadership style, communication skills, and problem-solving abilities.
Final Evaluation: A meeting with the hiring manager and other stakeholders to assess your fit for the role and make a final decision.

Portfolio Review Tips:

Highlight your experience in leading global IT service desk teams and driving continuous improvement.
Showcase successful IT service management projects and their impact on business outcomes.
Include any relevant certifications (e.g., ITIL, COBIT) and professional development achievements.

Technical Challenge Preparation:

Brush up on your knowledge of ITIL processes and best practices.
Familiarize yourself with the specific ITSM tools used by AT&S (e.g., ServiceNow, Jira).
Prepare examples of how you have used data and analytics to inform decision-making and improve IT service performance.

ATS Keywords: IT Management, ITIL, COBIT, Agile, DevOps, Leadership, Communication, Organizational Skills, Analytical Mindset, Data-Driven Decision-Making, IT Service Management, Global Team Leadership, IT Support, IT Infrastructure, IT Strategy, ITIL Processes, ITSM Tools, ServiceNow, Jira

📝 Enhancement Note: While the interview process is not explicitly outlined, AT&S' focus on data-driven decision-making and continuous improvement suggests a structured and thorough assessment of candidates' skills and fit for the role.

🛠 Technology Stack & Web Infrastructure

ITSM Tools:

ServiceNow: A leading ITSM platform used by AT&S for incident, problem, and change management, as well as service request fulfillment.
Jira: A project management and issue tracking tool used by AT&S for agile software development and IT service management.

IT Infrastructure:

AT&S' global IT infrastructure is designed to support the needs of its manufacturing operations and ensure high-quality IT service delivery.
The IT infrastructure includes data centers, servers, storage, and networking equipment, as well as cloud-based solutions for specific applications.

📝 Enhancement Note: While the specific technology stack is not outlined, AT&S' use of leading ITSM tools and investment in state-of-the-art IT infrastructure indicate a commitment to best practices and continuous improvement.

👥 Team Culture & Values

IT Infrastructure Management Values:

Customer Focus: AT&S prioritizes the needs of its users and strives to deliver high-quality IT support that meets their expectations.
Continuous Improvement: AT&S is committed to driving continuous improvement in IT service delivery and encourages a culture of learning and development.
Collaboration: AT&S fosters a collaborative work environment that encourages team interaction and knowledge sharing.
Accountability: AT&S holds its team members accountable for delivering on their commitments and driving results.

Collaboration Style:

Cross-Functional Collaboration: AT&S encourages collaboration between IT and other business functions to ensure that IT services align with business goals and support overall organizational success.
Teamwork: AT&S values teamwork and encourages its team members to support each other in achieving shared objectives.
Knowledge Sharing: AT&S fosters a culture of knowledge sharing and encourages its team members to learn from each other and share their expertise.

📝 Enhancement Note: AT&S' commitment to continuous improvement, collaboration, and customer focus creates an environment that values innovation, learning, and teamwork.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Global Service Desk Management: Leading a global IT service desk team requires strong leadership, communication, and organizational skills to ensure consistent service delivery across multiple regions.
ITIL Process Adoption: Ensuring consistent IT service delivery across regions may require adapting ITIL processes to meet the unique needs of each location while maintaining global standards.
Data-Driven Decision-Making: Leveraging data and analytics to inform decision-making and improve IT service performance requires a strong analytical mindset and a commitment to continuous learning.

Learning & Development Opportunities:

ITIL Certification: Pursuing ITIL certification can enhance your expertise in IT service management and demonstrate your commitment to continuous learning and improvement.
Leadership Development: Leading a global team provides valuable experience in developing leadership skills and driving team growth.
Cross-Functional Collaboration: Working closely with IT leadership and other business functions offers opportunities to gain insights into AT&S' broader operations and contribute to overall organizational success.

📝 Enhancement Note: While the specific challenges and growth opportunities are not explicitly outlined, AT&S' focus on global IT service desk management, ITIL process adoption, and data-driven decision-making suggests a dynamic and evolving role that requires strong leadership and a commitment to continuous learning.

💡 Interview Preparation

Technical Questions:

IT Service Management: Describe your experience with IT service management and how you have driven continuous improvement in IT service delivery.
ITIL Processes: Explain your understanding of ITIL processes and how you have adapted them to meet the unique needs of different locations while maintaining global standards.
Data-Driven Decision-Making: Provide examples of how you have used data and analytics to inform decision-making and improve IT service performance.

Company & Culture Questions:

AT&S Culture: Describe what you understand about AT&S' culture and how you think you can contribute to its success.
IT-Business Alignment: Explain how you have worked with IT leadership and other business functions to align IT services with business goals and support overall organizational success.
Global Team Leadership: Describe your experience leading global teams and how you have ensured consistent service delivery across multiple regions.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to highlight your experience in leading global IT service desk teams and driving continuous improvement.
Data Visualization: Use data visualization tools to present your approach to data-driven decision-making and IT service performance improvement.
Case Studies: Prepare case studies that demonstrate your ability to lead global IT service desk teams and drive successful IT service management projects.

📝 Enhancement Note: While the specific interview questions are not outlined, AT&S' focus on IT service management, ITIL processes, data-driven decision-making, and global team leadership suggests a comprehensive assessment of candidates' skills and fit for the role.

📌 Application Steps

To apply for the Manager CoE IT Infrastructure Global Service Desk (f/m/d) position at AT&S:

Submit Your Application: Visit the AT&S career portal and submit your application, including your resume, cover letter, and any relevant portfolio materials.
Prepare for the Technical Assessment: Brush up on your knowledge of IT service management, ITIL processes, and global team leadership. Familiarize yourself with the specific ITSM tools used by AT&S (e.g., ServiceNow, Jira) and prepare examples of how you have used data and analytics to inform decision-making and improve IT service performance.
Research AT&S: Learn about AT&S' history, culture, and values, and prepare thoughtful questions to ask during the interview process.
Prepare for the Behavioral Interview: Reflect on your leadership style, communication skills, and problem-solving abilities, and prepare examples of how you have demonstrated these qualities in previous roles.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about IT infrastructure management roles. All details should be verified directly with AT&S before making application decisions.

Manager CoE IT Infra Global Service Desk (f/m/d)