PpJob start: per sofort oder nach Vereinbarung /p pThe IT Digital Transformation department, consisting of 17 employees, is responsible for the technological advancement and operational ICT support of the Andermatt Swiss Alps Group and Andermatt-Sedrun Sport AG. Our IT function is a key enabler of outstanding guest experiences, efficient business processes, and sustainable corporate development. /p pAs Head of IT Support, you will assume overall responsibility for a stable, efficient, and service-oriented IT operation across our Hospitality, Real Estate, and Corporate units. In this key role, you will lead the support team, design processes and standards, and act as the central interface between the business, IT, and external partners. /p h3Leadership Organisation /h3 ul liFunctional and disciplinary leadership of the IT Support team of 4 people (1st 2nd level support, coordination of 3rd level) /li liBuilding and continuously developing a service-oriented support culture /li liCoaching, development, and performance management of team members /li liResource and capacity planning for internal and external services /li /ul h3Service Operations /h3 ul liEnd-to-end responsibility for ITIL-based support processes (Incident, Service Request, Problem, Change) /li liEnsuring compliance with SLAs, OLAs, and KPIs /li liManaging external support partners and vendors /li liEnsuring stable workplace, application, and core IT services /li /ul h3Processes Quality /h3 ul liDesigning, documenting, and continuously optimizing support processes /li liFurther development of ITSM tools (ticketing, self-service portal, knowledge base) /li liIntroducing structured problem and root-cause management /li liStandardization of support services and workplace offerings /li /ul h3Business Interface /h3 ul liActing as the central point of contact for business units regarding support and operations topics /li liTranslating business requirements into sustainable service models /li liCollaborating with IT architecture, application owners, security, and project teams /li liManaging handover from projects into operations /li /ul h3Reporting Control /h3 ul liEstablishing transparent service reporting /li liBudget and cost control in the support environment /li liDeriving optimization measures based on performance metrics /li /ul h3What you bring in /h3 ul liCompleted education or degree in computer science or a comparable qualification /li liSeveral years of experience in IT support / IT operations, including at least 3–5 years in a successful leadership role /li liSolid knowledge of ITIL / ITSM frameworks /li liExperience in operating modern workplace, infrastructure, and application environments, as well as managing external service providers and SLA management /li liStrong leadership personality with assertiveness and empathy /li liStructured, process- and solution-oriented working style /li liHigh problem-solving and decision-making ability, pragmatic hands‑on mentality, and resilience in demanding situations /li liAbility to communicate complex topics clearly and appropriately to different audiences /li liStrong service and customer orientation /li liVery good German and English skills, both written and spoken (minimum C1) /li liWork location: 4 days per week in Andermatt, 1 day home office or Altdorf possible; during the winter season, full on‑site presence in Andermatt is required /li /ul h3What you can look forward to /h3 ul liA team of passionate doers /li liGenerous support in further training /li liCombination of leisure and work /li liModern working time model /li liFlat hierarchy with fast decision‑making processes /li liNumerous discounts and special offers /li /ul /p #J-18808-Ljbffr