Teamlead IT Service Desk (f/m/d) 80 - 100 %

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 is...