As German Research Center for Environmental Health, Helmholtz Zentrum München pursues the goal of developing personalized medical approaches for the prevention and therapy of major common diseases such as diabetes mellitus, allergies and lung diseases. To achieve this, it investigates the interaction of genetics, environmental factors and lifestyle.

The ICT department provides the renowned researchers at the Helmholtz Zentrum München with support for all aspects required for a modern and future-oriented IT and office infrastructure within a pulsating international environment. In collaboration with a highly dynamic and innovative team of researchers, we develop applications in the fields of Artificial Intelligence and Deep Learning.

To manage our ICT Customer Service Support Department, starting as soon as possible, we are looking for a full-time, committed

Head of ICT Customer Service Support (m/f/d) 2019/0277

You have excellent customer service skills, are enthusiastic about IT and have management experience that you would like to make use of in a dynamic, scientific environment. The role involves setting up and managing a modern IT Service department.

Your responsibilities

  • Responsible for around 3,000 IT work stations
  • Managing and holding operational responsibility for IT Service Support (first-level support)
  • Continued development of the service offering for all IT clients (various operating systems, mobile end devices and communication applications)
  • Documentation and provision of analysis tools for quality assurance and quality management of IT Service Support
  • Increase professionalism of internal services
  • Professional and disciplinary management of the department
  • Responsibility for the department’s allocated operating and project budget

Your qualifications

  • Completed university degree/master’s degree (or comparable qualification) in computer science, information technology, engineering or natural sciences with a focus on IT
  • Several years of professional experience in a managerial role (min. 5 years) as well as experience in managing, motivating and encouraging employees
  • Experience in leading a customer service team
  • Extensive experience in monitoring KPIs, SLAs and guiding IT service providers
  • Methodological and process-related skills in IT service management (ITIL) and an excellent overview of current technologies and developments
  • Strong sense of responsibilities along with excellent social and communication skills
  • Awareness of costs and quality
  • Fluent spoken and written German, business English

Your personal profile

  • you bring high levels of commitment and flexibility, willingness to cooperate, personal responsibility and the willingness to learn new things
  • Loyalty, discretion and accuracy
  • you are a good teamworker
  • independent, quality-oriented and proactive way of working

We can offer you

  • A challenging and varied role with freedom of action
  • The opportunity to make an impact
  • A wide range of targeted further training opportunities
  • To ensure compatibility between your private life and professional life: 
    • Flexible working hours
    • Company health management
    • Childcare facilities directly on the campus
    • Elder care and additional guidance and support services

With its many lakes and alpine surroundings, Munich is one of the most beautiful cities in the world. Its first-class universities and research institutes give the city a pulsating and intellectual atmosphere.

The classification is made according to the fulfillment of personal requirements, taking into account the remuneration requirements of the civil service (Confederation) with IT allowances.

The position is permanent with a probationary period of six months.

As a holder of a Total E-Quality award, we encourage equal opportunities. Applications from women are welcome. In cases where applicants are equally qualified, severely disabled applicants will be given priority.

Curious? If you have any further questions, please call Sandra Mayer on +49 89 3187-4171 or send an email to

We are looking forward to receiving your comprehensive online application.

Sandra Mayer

Helmholtz Zentrum München
Deutsches Forschungszentrum für Gesundheit und Umwelt (GmbH)
ICT Information Communication Technology
Ingolstädter Landstraße 1

85764 Neuherberg near Munich

The Helmholtz Zentrum München is part of the Helmholtz Association, Germany's largest scientific organization. Altogether 40 000 people currently work in its 19 scientific-technical and biological-medical research centers. The Association's annual budget amounts to around 4.7 billion Euros.