Team Leader: IT Service Desk (a)

About the job

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In this diverse role

• you lead and develop the cross-location Service Desk team in Aarau, Zurich & St. Gallen, ensuring high service quality and effective collaboration
• you are responsible for 1st-level support and ensure efficient, solution-oriented handling of incidents and requests
• you continuously develop our Service Desk processes, service catalogue, and ticketing system, ensuring a consistent understanding of service
• you automate and standardise operational procedures, including device provisioning and software distribution
• you analyse service KPIs, derive optimisation measures, and ensure the continuous development of our services
• you work closely with internal IT specialist teams and external partners, ensuring efficient collaboration across all locations

You will succeed here if

• you have several years of experience in the Service Desk or IT support and have already gained leadership experience
• you have experience in optimising service processes and working with ticketing systems, ideally following ITIL
• you enjoy developing teams, supporting employees, and establishing a service-oriented culture
• you can explain complex technical topics clearly and bring both a strategic perspective and a hands-on mentality
• you are strong in communication and actively promote collaboration with various stakeholders and locations
• you have a qualification in computer science and ideally have further training in IT service management (e.g. ITIL)

Why is there an (a) in the job title? Because we welcome applications from all people who are eager to help us advance with their diverse talents. That alone counts – not age or gender, origin, religion, or sexual orientation.

Have we piqued your interest? David Frei, Head of Talent Acquisition & Employer Branding, looks forward to your online application.

Silvano Surano
Head of ICT Operations