Head of IT-Support (w/m/d)
Job start: per sofort oder nach Vereinbarung
The 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.
As 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.
Your contribution to our successLeadership + Organisation
Functional and disciplinary leadership of the IT Support team of 4 people (1st & 2nd level support, coordination of 3rd level)
Building and continuously developing a service-oriented support culture
Coaching, development, and performance management of team members
Resource and capacity planning for internal and external services
Service + Operations
End-to-end responsibility for ITIL-based support processes (Incident, Service Request, Problem, Change)
Ensuring compliance with SLAs, OLAs, and KPIs
Managing external support partners and vendors
Ensuring stable workplace, application, and core IT services
Processes + Quality
Designing, documenting, and continuously optimizing support processes
Further development of ITSM tools (ticketing, self-service portal, knowledge base)
Introducing structured problem and root-cause management
Standardization of support services and workplace offerings
Business Interface
Acting as the central point of contact for business units regarding support and operations topics
Translating business requirements into sustainable service models
Collaborating with IT architecture, application owners, security, and project teams
Managing handover from projects into operations
Reporting + Control
Establishing transparent service reporting
Budget and cost control in the support environment
Deriving optimization measures based on performance metrics
What you bring in
Completed education or degree in computer science or a comparable qualification
Several years of experience in IT support / IT operations, including at least 3–5 years in a successful leadership role
Solid knowledge of ITIL / ITSM frameworks
Experience in operating modern workplace, infrastructure, and application environments, as well as managing external service providers and SLA management
Strong leadership personality with assertiveness and empathy
Structured, process- and solution-oriented working style
High problem-solving and decision-making ability, pragmatic hands-on mentality, and resilience in demanding situations
Ability to communicate complex topics clearly and appropriately to different audiences
Strong service and customer orientation
Native German speaker and very good English skills, both written and spoken (minimum C1)
Work location: 4 days per week in Andermatt, 1 day home office or Altdorf possible; during the season, full on-site presence in Andermatt is required
This is what you can look forward to
A team of passionate doers
Generous support in further training
Combination of leisure and work
Modern working time model
Flat hierarchy with fast decision-making processes
Numerous discounts and special offers
That is us
Andermatt Swiss Alps AG, based in Andermatt, plans, builds and develops the year-round destination of Andermatt with aparment buildings, hotels and villas in Andermatt Reuss. The Andermatt Swiss Alps Group also owns The Chedi Andermatt and Radisson Blu Reussen hotels, an 18-hole, par 72 championship golf course and the Andermatt Concert Hall. There is a close partnership with Andermatt-Sedrun Sport AG and its majority shareholder Vail Resorts, Inc.
Still have questions?
We are happy to answer them via phone. jidd92d89bja jit0418ja jiy26ja