Helpdesk Team Leader 90-100%

About the job

Dosenbach Ochsner & Companies is the leading retail company in the shoe and sports sector in Switzerland, headquartered in Dietikon. With around 400 branches and over 5000 employees, we have made a great name for ourselves. As part of Deichmann SE, we are delighted to share our passion for shoes and sport with the world. Our group includes the companies Dosenbach, Ochsner Shoes, OCHSNER SPORT and Snipes.

For our 8-member team, we are looking for you as a committed and resilient personality with a strong service and team orientation as Helpdesk Team Leader from 1 August 2026 or by arrangement. You take responsibility, keep an overview even in hectic situations, and enjoy working solution-oriented in direct exchange with various contacts.

Do you come from retail and feel that you want to take the next step? Perhaps you have no leadership experience yet, which is not an obstacle for us. Much more important is your motivation to take responsibility, develop yourself further, and make a difference together with your team. We give you the space to find your way into the role, to grow, and to bring your strengths in leadership.

Your area of responsibility:

• Support of the cash desk helpdesk for branches in Switzerland and international companies as well as operation of the telephone switchboard including call forwarding
• First point of contact for malfunctions and support requests (cash register, inventory, WBM, PEP and other applications) as well as handling complex cases
• Daily control of call-off lists and open orders as well as initiation of correction and escalation measures if necessary
• Planning, deployment coordination and leadership of the helpdesk team including shift planning
• Analysis of error patterns and preparation of monthly statistics on team and branch performance
• Coordination of external service providers and technicians (cash register technology, Swisscom, electricians etc.) as well as monitoring of repair and support deployments
• Close cooperation with sales management (Dosenbach, Ochsner Sport, Ochsner Shoes) and the Helpdesk Germany as well as recruitment and onboarding of new employees

Our requirements:

• Working hours: Mon – Sun 07:30 – 22:00, Sunday work usually occurs 1x per month to 1x every two months
• Completed commercial training or training in retail
• At least 2 years of professional experience in helpdesk; retail experience is an advantage
• Confident handling of MS Office as well as high IT affinity and technical understanding
• Good to very good German, Italian and French skills in spoken and written form, additional languages are an advantage
• Proactive recognition of bottlenecks as well as structured, solution-oriented working method
• Leadership competence with structured decision-making ability, clear communication as well as the ability to set priorities correctly even under pressure and to plan and manage teams efficiently
• Strong social and communication skills with a cooperative leadership style, conflict resolution ability as well as enjoyment of interdisciplinary collaboration, training of employees and constructive feedback

At our company, PROGRESS is highly valued. We offer the opportunity for continuous professional and personal development. PASSION drives our employees daily. We love the dynamics in retail, have a passion for sport and fashion. We place great value on open communication and mutual appreciation. Together we are stronger, TEAM SPIRIT is actively lived. Combining work and leisure is WORTHWHILE. You benefit, among other things, from 6 weeks of holiday, flexible working models, home office options, staff discounts, sports opportunities, support for further training, free parking spaces and meal vouchers.

If you are keen to take the next step with us, we look forward to receiving your application via our online application tool.

(Paper dossiers and dossiers from personnel service providers will not be considered)