Teamleader Service Desk (80 - 100%)

About the job

Our Service Desk is the first point of contact for our customers and thus decisively shapes how they experience our services. You are responsible for the quality of our support and incident processes, ensuring that requests and incidents are resolved efficiently and that these processes continuously improve. In doing so, you lead a team that you develop both professionally and personally. The customer is always at the centre.

What you will achieve with us:

• You are responsible for the quality of our support and incident processes and ensure that requests are handled efficiently, reliably, and with a customer-oriented approach.
• You manage service quality based on relevant key figures, analyse recurring problems and bottlenecks, and derive concrete improvements from them.
• You continuously develop processes, standards, and the collaboration between the Service Desk and engineering teams, ensuring that improvements are implemented sustainably.
• You work closely with our Service Manager, act as a sparring partner in operational service management, and jointly ensure SLA, service, and quality reporting for our customers.
• In the event of major incidents and escalations, you take on coordination tasks and ensure proactive customer communication as well as smooth handling.
• You lead the Service Desk team professionally, support your employees, and promote their independence.
• You encourage knowledge exchange and ensure that relevant knowledge is available and documented.

What you bring with you:

• Several years of experience in the operational management of IT services, preferably in an MSP environment
• Solid experience with ITSM processes
• Experience in process optimisation and data-driven work with key figures
• Leadership experience and enthusiasm for enabling and developing employees both professionally and organisationally
• Strong customer and service orientation as well as confident demeanour and professional communication, even in critical situations
• Structured and independent working style, decisiveness, and willingness to take responsibility and actively drive improvements
• Very good German skills as well as good English skills

What you can look forward to:

• A genuine leadership position with scope for design and responsibility for service quality
• A motivated, young team whose development you will significantly shape
• A modern workplace in Lucerne's Neustadt, only a 5-minute walk from the main station
• Regular team meals, company events, and other joint activities
• Five weeks of holiday with the option to purchase additional annual leave
• Flexible working hours, a day off on your birthday, 14 paid public holidays, good training opportunities, and much more...

Ready to get started with us?

We look forward to receiving your complete application addressed to Colette Vannay, HR Assistant.

Questions about the position?

Bernhard Schoedler, Head of Service Management, will be happy to provide information: +41 41 417 31 84.