IT Team Coordinator - Service Desk

Job Description

Job Description

As an IT Team Coordinator – Service Desk, you will be part of our Global IT Support team and play a key role in ensuring incidents and service requests are handled in a structured and reliable manner. You will join a truly international organisation with a clear mission and strong growth ambitions, where dependable IT support is essential for daily operations.

Your primary focus will be to lead and support the team, ensure smooth day-to-day operations, and step in on more complex cases when required.

Key Responsibilities

Team Management

• Lead and develop a regional team of Service Desk Specialists.
• Establish clear ways of working, provide constructive feedback, and support team performance.
• Drive continuous improvement of daily operations and team routines.
• Collaborate closely with IT management on priorities and service development.

IT Service Management

• Prioritise incidents and service requests, ensuring timely and reliable resolution.
• Handle global tickets and contribute to the global IT support organisation.
• Escalate suspected security incidents to Group Security.
• Identify recurring issues and initiate improvements together with Service Owners.
• Ensure tickets are properly tracked in the ITSM system and users receive regular updates.

User Support

• Coordinate onboarding and offboarding processes.
• Support users in complex cases with clear, friendly communication.
• Explain policies and handle requests beyond the standard scope of the team.

Asset Management

• Ensure laptops, phones, and other equipment are prepared and delivered on time.
• Maintain and update asset data in the system.
• Manage local IT equipment and inventory in your region.

Qualifications

• Completed vocational training or a degree in IT (e.g. Computer Science, Business Informatics) or a comparable qualification.
• ADA certification or willingness to obtain it with TOMRA’s support.
• Strong practical experience in IT, including leading and coordinating IT teams.
• Solid IT Service Management knowledge; ITIL or similar certification is an advantage.
• Very good knowledge of Windows client operating systems, Office 365 and collaboration tools (Exchange, Teams, O365).
• Experience in L2/L3 support; knowledge of servers, storage and networking is a plus.
• German at native or fluent level, with very good English skills.
• Excellent communication, leadership and interpersonal skills, with a strong team-oriented mindset.
• High level of customer orientation, empathy, and a solution-focused approach.

Additional Information

What We Offer

• 12 monthly salaries and a performance-based bonus scheme.
• Accident insurance and company pension plan funded by the employer.
• Relocation support for candidates moving to the region.
• Job security through a permanent contract in a sustainable company.
• Regular feedback, team events, and strong team spirit.
• Additional benefits such as bike leasing and discounts via Corporate Benefits platform.
• Employee Assistance Programme and discounted leisure activities for you and your family.

Interested?

Please submit your CV in English.

Instead of a detailed cover letter, please answer the following question in the “Message to Hiring Manager” field:

Tell us about your experience in leading and coordinating IT teams.

You are also welcome to include any additional information relevant to your application.

TOMRA does not discriminate based on gender, ethnicity, religion, colour, sexual orientation or identity, disability, age, or any other legally protected characteristics. We are committed to building a diverse and inclusive workplace and are proud to be an equal opportunity employer.

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