Head of User Service Desk (f/m/d)

Job description

Head of User Service Desk (f/m/d) 80% -100% | IT / Business Engineering | Zurich | Professional experience with personnel responsibility

About the User Service Desk

Customer focus, team spirit and a passion for change - these are the hallmarks of our User Service Desk. We are part of the "digital workplace" and act as the face of the entire IT as a point of contact for all internal IT problems. We work in an exciting and dynamic environment, with committed people and modern technology; agile, passionate and future-oriented. We are also committed to proactive early detection and the sustainable resolution of recurring errors. We do this reliably and with empathy, in our friendly manner and in close cooperation with our specialists from the digital workplace, the DevOps teams in application development and IT infrastructure.

Your tasks

• Developing and implementing a long-term strategy for the User Service Desk; in order to ensure future
• Ensuring smooth and efficient IT support for our 6500 users with a high level of self-solving skills in your team and a high level of customer satisfaction
• Close cooperation with the stakeholders, Product Owner, SCRUM Master, RTE and Value Stream at the User Service Desk to continuously develop the technical aspects
• Ensure sustainable and innovative service quality improvements so that our customers can use the most advanced technologies and be delighted

Your profile

• Many years of management experience in leading larger IT teams (at least 20 people) with direct and indirect leadership in medium-sized or large companies
• Sound experience in the development and implementation of strategies as well as in the optimization of processes and structures within an IT support or customer experience department
• Characterized by a service leadership attitude, you communicate calmly and clearly within the team and confidently with management - you have the ability to successfully achieve ambitious goals
• SCRUM / SAFe / ART are no foreign words for you, knowledge of Microsoft365, SharePoint or Cloud Services is an advantage
• Strong customer orientation, enjoyment of change, empowering people and fun with process optimization and modernization
• Very good knowledge of German (at least C1) and good knowledge of English

Our offer

• The opportunity to help shape strategy and make a value-adding contribution every day with a great team
• A culture of appreciation and continuous (further) development - personal, technical and professional
• We offer freedom for autonomous decisions and co-design
• Attractive overall package, which offers many benefits and perks in addition to an attractive basic salary and variable remuneration (sports, leisure, childcare, health insurance and many more...)
• Your colleagues and stakeholders are all based in the same building, in the home office or across the street - with no time difference