This role is to manage the Service Desk together with a motivated team of Technicians and Apprentices. We are looking for an initiative and highly committed IT professional as
Teamlead IT Service Desk (f/m/d) 80 - 100 %
Your daily contribution:
- Lead and mentor a local team of Service Desk Technicians, Apprentices, Agents and Support Staff, to ensure their professional growth and development
- Manage all Helpdesk operations as a single point of entry for Switzerland, from delivery of frontline technical support to orchestration of incidents, service requests or other demands
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
- Identify the need for upgrades, configurations or new systems and report to other departments and management
- Implement appropriate KPIs and dashboards to track performance, create transparency on issues or problems, and allow timely resolutions to protect business continuity and user satisfaction
- Development, documentation, and execution of training content regarding existing, new, or changed processes as well as their execution in the ticketing or demand management tools
- Stay up to date with industry trends, emerging technologies, and best practices in business analysis
- You are expected to process tickets too
Your Profile:
- Bachelor's degree in IT (Bsc or FH), TS or adequate certification level
- Proven experience (5+ years) in Helpdesk Management, deep understanding of frontline technical support, and with a track record of successfully leading and managing an international team
- Project management experience in small or medium sized project with the focus on service desk
- Leadership and team-building skills, with a focus on fostering a collaborative and innovative work environment
- Fluent in German and proficiency knowledge in English (written and spoken)
Your Personality:
- Ability to act independently and on your own responsibility (self-driving) in your responsible area
- Proactive approach and mindset
- Ability to work effectively in a fast-paced and dynamic environment
- Excellent problem-solving skills
- Exceptional interpersonal skills to work cross-functionally, intercultural as well as interact in teams and with outside professionals
- Self-motivated, result-oriented and decisive personality with a high level of energy and autonomy
- Strong attention to detail and a commitment to data accuracy and quality
We offer:
- Structured induction process
- Flexible working conditions
- Versatile and autonomous activities and tasks
- Working environment with professional development opportunities
- Participation in job-related training and further education
- Above-average pension fund
- Appreciative and inclusive culture
- Demonstrated lived values that value diversity
- Dynamic, international environment with committed employees
We look forward to receiving your complete application documents.
Burckhardt Compression AG | Location Winterthur I Tobias Wyser | Tel. +41 52 261 53 77