Head: User Service Desk (m/f/d)

Zürich

Key information

Publication date:25 August 2025
Workload:100%
Place of work:Zürich

Job summary

Join our dynamic User Service Desk in Zürich, part of the digital workplace. Enjoy a collaborative environment with modern technology and growth opportunities.

Tasks

Develop and implement a long-term strategy for the User Service Desk.
Coach staff towards customer orientation and shared problem-solving.
Ensure smooth IT support for 6500 users with high self-service competence.

Skills

Extensive leadership experience with large IT teams in corporate settings.
Strong customer orientation and passion for process optimization.
Proficiency in SCRUM, Microsoft 365, and fluent in German and English.

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80% - 100% | IT / Business Engineering | Zurich | Experienced professionals with personnel responsibility

Customer orientation, team spirit, and joy in change – that characterizes our User Service Desk. We are part of the "digital workplace" and act as the face of the entire IT as a contact point for all internal IT problems. We operate in an exciting and dynamic work environment, with committed people and modern technology; agile, passionate, and future-oriented. We are also involved in proactive early detection initiatives, as well as in the sustainable resolution of recurring error patterns. We do this reliably and with empathy, in our friendly manner and in close collaboration with our specialists from the digital workplace, the DevOps teams of application development, and IT infrastructure.

Your tasks

Developing and implementing a long-term strategy for the User Service Desk to identify future technological trends and customer needs early and promote innovative solutions that ensure the long-term success and positioning of the team
Coaching and developing employees towards pronounced customer orientation, taking on more responsibility, as well as jointly working out solutions
Ensuring smooth and efficient IT support for our 6500 users with a high degree of self-solution competence of your team and great customer satisfaction
Close collaboration with stakeholders, product owners, SCRUM masters, RTE, and value stream to continuously develop the User Service Desk professionally
Ensuring sustainable and innovative service quality improvements so that our customers can use the most advanced technologies and are enthusiastic

Your profile

Many years of leadership experience in managing larger IT teams (at least 20 people) with direct and indirect leadership in medium-sized or large companies
Solid experience in developing and implementing strategies as well as optimizing processes and structures within an IT support or customer experience department
Shaped by a servant-leadership attitude, you communicate calmly and clearly within the team as well as confidently in management – you possess the ability to successfully achieve ambitious goals
SCRUM / SAFe / ART are not foreign words to you; knowledge of Microsoft 365, SharePoint, or cloud services is an advantage
Strong customer orientation, joy in change, empowering people, as well as fun in process optimizations and modernizations
Very good German skills (at least C1) as well as good English skills

Our offer

The opportunity to strategically help shape and contribute value every day with a great team
A culture of appreciation and continuous (further) development – personal, technical, and professional
We offer freedom for autonomous decisions and co-creation
Attractive overall package, which besides an attractive base salary and variable compensation offers many benefits and discounts (sports, leisure, childcare, health insurance, and many more…)
Your colleagues and stakeholders are all in the same building, at home office, or in the building across the street – without time difference

Lianna Müller
is happy to help you.
Phone: 044 292 28 89