Performance Manager - Service Desk Quality

International Corporation

Our partner, a well-known German international corporation, is seeking a Performance Manager – Service Desk Quality (m/f/d) to join their team. This is a full-time position located in the D√ľsseldorf metropolitan area, Germany, with the possibility of partial work from home.

Your Role

As a Performance Manager, you will:

  • Identify and Analyze KPIs:¬†Dive deep into key performance indicators to uncover insights that will improve the quality of the service desk.
  • Develop and Maintain Dashboards:¬†Use Tableau to create dynamic dashboards that visualize and monitor KPIs, ensuring data accuracy and clarity.
  • Proactively Analyze Data:¬†Spot patterns, trends, and dependencies to recommend improvements in IT support.
  • Coordinate Reporting Standards:¬†Work with stakeholders to ensure consistent and cross-functional reporting standards.
  • Ensure Operational Stability:¬†Maintain and continuously improve the reporting landscape to ensure stability and reliability.
  • Support Departmental Projects:¬†Assign project tasks and deliver data-driven insights across various departmental projects.
  • Report to Senior Management:¬†Create and deliver impactful reports and dashboards to senior management using Microsoft PowerPoint and other tools.

Your Profile

To excel in this role, you should bring:

  • Educational Background:¬†A degree in (business) informatics, mathematics/statistics, or comparable vocational training.
  • Experience:¬†Proficiency in ITIL, ServiceNow, Tableau, Excel, and service desks.
  • Analytical Skills:¬†A keen ability to process and analyze complex issues with enjoyment.
  • Visualization Skills:¬†Talent in transforming complex data into clear and effective visualizations.
  • Communication Skills:¬†Excellent written and spoken English skills.
  • Data Analysis Knowledge:¬†Strong knowledge of data analysis and modeling.
  • Process Improvement:¬†Ability to develop and implement process improvements in the service desk area.

Desirable Skills

  • IT Service Management:¬†Knowledge of IT service management is a plus.
  • PowerPoint Proficiency:¬†Experience using Microsoft PowerPoint effectively.


  • Impactful Work:¬†Your insights will directly influence the quality of IT support services.
  • Collaborative Environment:¬†Work with a team of dedicated professionals committed to excellence.
  • Continuous Learning:¬†Opportunities for professional growth and skill development.
  • Innovative Culture:¬†Be part of a company that values innovation and creativity.

If you’re ready to take on a challenging and rewarding role that leverages your data visualization and reporting skills, we want to hear from you! Apply now and help transform data into actionable insights that drive IT support excellence by sending your CV.

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