Teamleiter Service-Desk / Operations

Role

Full-time

Permanent

Mid

IT & Infrastructure

Logistics

Muttenz, Schweiz

Closes in 30 days

Requirements

3+ yrs exp

Vocational

EU/EFTA permit

Languages

German C1

Description

Deine Aufgaben

Operative Führung und Organisation des Service-Desk / Operations Bereiches Sicherstellung eines reibungslosen Tagesbetriebs Führung, Unterstützung und Koordination des OPS-Teams im Alltag Erste Ansprechperson innerhalb des OPS-Teams bei Herausforderungen, Eskalationen und Störungen Priorisierung und Koordination von Kundenanliegen und täglichen Aufgaben Sicherstellen, dass Kundenanliegen nach unseren Firmenstandards bearbeitet und gelöst werden Förderung einer schnellen, professionellen und kundenorientierten Problemlösung Tages- und Wochenplanung innerhalb des Operations Koordination von Absenzen und On-Site-Einsätzen Sicherstellung einer kontinuierlichen Besetzung des Service-Desks während der Geschäftszeiten Vorbereitung des Service-Desks für den Tagesbetrieb Unterstützung bei technischen Eskalationen und komplexeren Servicedesk-Themen Koordination und Kommunikation mit Kunden, Engineering, Administration und Geschäftsleitung Enge Zusammenarbeit mit Engineering bei technischen Herausforderungen sowie mit der Administration bei Bestellungen, Verrechnungen und organisatorischen Abläufen Überwachung von Gerätebestellungen, Lagerbewegungen und Bereitstellungen Sicherstellung aller notwendigen Ressourcen für den Tagesbetrieb Sicherstellung einer nachvollziehbaren und qualitativ hochwertigen Dokumentation Frühzeitiges Erkennen von Engpässen, Risiken oder wiederkehrenden Problemen im Tagesbetrieb Mitgestaltung und kontinuierliche Verbesserung interner Prozesse und Standards Unterstützung bei Schulungen oder technischen Einführungen für Kunden oder Mitarbeitende Aktives Mitwirken im operativen Tagesgeschäft

Responsibilities

Operational leadership and organization of the Service Desk / Operations area
Ensuring smooth daily operations
Leading, supporting, and coordinating the OPS team in daily tasks
First point of contact within the OPS team for challenges, escalations, and disruptions
Prioritizing and coordinating customer concerns and daily tasks
Ensuring customer concerns are handled and resolved according to company standards
Promoting quick, professional, and customer-oriented problem resolution
Daily and weekly planning within Operations
Coordinating absences and on-site assignments
Ensuring continuous staffing of the Service Desk during business hours
Preparing the Service Desk for daily operations
Supporting technical escalations and more complex Service Desk topics
Coordinating and communicating with customers, engineering, administration, and management
Close collaboration with engineering on technical challenges and with administration on orders, billing, and organizational processes
Monitoring device orders, inventory movements, and deployments
Ensuring all necessary resources for daily operations
Ensuring traceable and high-quality documentation
Early identification of bottlenecks, risks, or recurring problems in daily operations
Contributing to and continuously improving internal processes and standards
Supporting training or technical introductions for customers or employees
Actively participating in daily operations

Requirements

Completed vocational training as an ICT specialist, ICT user supporter, ICT helpdesk employee, ICT technician, computer scientist, or comparable education
Several years of experience in IT service desk or IT support
Experience in leading or coordinating a team is an advantage
Very good organizational understanding and high personal responsibility
Ability to maintain an overview and set priorities even in hectic situations
Technical understanding in the Microsoft environment and in the classic SME IT everyday life
Enjoy taking responsibility and making decisions
Highest customer and service orientation
Clear, professional, and binding communication
Understanding the requirements and expectations of Swiss SME customers and moving confidently in a direct, pragmatic work environment
Very good German spoken and written
Swiss German is part of your daily work and is not a challenge for you either internally or in customer contact
Driving license category B

Benefits

A central key role with a lot of responsibility and direct influence on daily operations
A role with a lot of trust, personal responsibility, and scope for design
The opportunity to actively shape processes, standards, and the further development of Operations
Direct communication, short decision-making paths, and a pragmatic work environment
The opportunity to actively shape and further develop Operations
A modern and dynamic MSP environment with diverse customers
Direct collaboration with management
A team that works together and supports each other
A lot of personal responsibility and the opportunity to really make a difference
Not just a pure management job, but an operational leadership role with direct influence on quality, stability, and customer satisfaction
The opportunity to work and learn at the forefront of cloud technology
Team events to promote exchange
Continuous development in the form of further training
A strong customer relationship characterized by trust and respectful partnership
Competitive remuneration and flexible working hours
30 days of vacation
40-hour week
Flat-rate compensation for mobile use
Personal work device of your choice

Company

MDigital AG

IT Services