Head of Service Desk 80 - 100 %

About the job

Head of Service Desk 80 - 100 %

You take on a demanding leadership role with scope for design and great impact. Through confident leadership of a long-standing team, you create stability, further develop the Service Desk, and make a central contribution to the success of the organization.

Department: Finance & Services

Start of work: Immediately or by arrangement

• Leadership and further development of the Service Desk team (8 employees)
• Ensuring smooth operational Service Desk operations
• Management of incident, problem, and escalation processes as well as responsibility for the incident management module
• Planning and organization of daily business including deployment and capacity planning
• Continuous optimization of support and service processes (SLA-oriented)
• Close cooperation with ICT support, specialist departments, and external partners
• Preparation of reports and key figures as well as communication with relevant stakeholders
• Participation in internal projects, especially in service management
• Experience in the Service Desk or IT service management environment
• Many years of leadership experience also in complex and challenging situations (e.g., major incident)
• High service and customer orientation
• Structured, solution-oriented working style
• Very good communication and coordination skills
• Very good German and English skills, spoken and written
• ITIL knowledge is an advantage (especially incident and problem management)

The ZHAW Zurich University of Applied Sciences, with over 14,000 students and over 11,000 continuing education participants as well as around 3,700 employees, is one of the largest multi-disciplinary universities of applied sciences in Switzerland.

Finance & Services (F&S) provides the organizational units of the ZHAW with financial management information and is responsible for personnel and infrastructural resources.

For our Service Desk, we are looking for a committed leader who, together with their team, ensures reliable, efficient, and customer-oriented support and actively further develops our service processes. As a central hub, the Service Desk supports our customers with disruptions, questions, requests, and complaints in the areas of ICT, Facility Management, Human Resources, Finance & Controlling, as well as the university library.

Do you want to specifically optimize the Service Desk, create clear structures, and manage with meaningful KPIs? Do you enjoy further developing an established Service Desk to be future-proof and efficient while working closely with internal stakeholders such as ICT support and service management?

Then we look forward to getting to know you – and together with you and an experienced team, shaping the future of our Service Desk in our office in Winterthur.

ZHAW is committed to gender-mixed and diverse teams to promote equality, diversity, and innovation.

We offer university-appropriate working and employment conditions and actively promote the personnel development of our employees and leaders. A detailed description of the benefits can be found on the "Working at ZHAW" website. Here are the main points:

Tanja Bucher

Recruiting Manager