Lead and motivate a team of IT Service Desk professionals

As the global market leader in its field that is listed on the Swiss Stock Exchange, our highly successful client offers customized and standardized systems, solutions, and applications that are used in various industries. Over the past few years, they have made significant advances in transforming the company in order to expand into new markets and continuously grow. Due to further expansion of the global IT organization, we are looking for a senior leadership personality reporting directly to the CIO as

Manager Global IT Service Desk

Main responsibilities

• Lead and mentor the global team of service desk technicians, agents and support specialists, provide guidance and trainings, monitor performances in order to ensure their professional growth and development
• Manage all Service Desk operations such as frontline technical support for the orchestration of incidents and service requests into the right channels
• Understand business requirements, collaborate with your stakeholders to define service objectives, implement optimizations and/or upgrades for the service and quality of the Service Desk
• Define processes for daily operational business and lead performance improvement
• Define, design and implement Service Level Agreements, embedding them into the tools
• Manage service improvement projects, including time management and budget
• Close collaboration with other departments within the organization such as IT, Finance and Contracting to follow up user needs
• Responsibility for quality assurance and risk assessment, optimize processes in order to secure data accuracy and reliability
• Define and implement KPI’s and dashboards for performance tracking, business continuity and user satisfaction

Your profile

• Sound education, relevant experience and a proven track record in developing and managing an efficient Service Desk
• Proven leadership skills to manage a global team of experts
• Strong analytical and problem-solving personality
• Experienced in project management
• Good communication skills in English, German is a further asset
• Updated in industry trends, emerging technologies and best practices

Our client offers

• Dynamic, international and multi-cultural environment with committed employees
• Structured induction process
• Flexible and hybrid working conditions
• Working environment with professional development opportunities
• Participation in job-related training and further education
• Versatile and autonomous activities and tasks
• Above-average pension fund

If this attractive position in a dynamic industrial environment appeals to you and you meet the requirements, we should get to know each other. Claudia Zachmann is looking forward to hearing from you.