The Siegfried Group is a global life science company with 13 sites across Europe, the USA, and Asia. It offers contract development and manufacturing of active pharmaceutical ingredients, intermediates, and drug products, with sales exceeding CHF 1.3 billion. Siegfried employs over 3,900 people and is listed on the SIX Swiss Exchange (SIX: SFZN).
Are you a hands-on Team Lead for IT-Service Desk seeking a new challenge in a dynamic CDMO pharmaceutical environment at our Evionnaz site?
Reporting to the Head of Client Management & User Experience, you will represent IT service desk managers from other regions, ensure efficient cross-location coordination, and provide technical and disciplinary leadership to ensure stable, high-quality IT support.
Your role
* Act as the first local point of contact for IT issues related to the service desk and the local OT/LAB environment.
* Provide technical and disciplinary leadership to IT service desk staff.
* Ensure stable, high-quality first-level support and promote the development and standardization of IT support across all locations.
Tasks:
* Provide 1st and 2nd level support for hardware, software, and standard applications.
* Escalate complex issues to 3rd level support as needed.
* Set up and maintain IT workstations.
* Collaborate with global project teams and other IT departments (Operations and Lab IT).
* Lead the IT Service Desk team, including staff planning, training, and performance management.
* Ensure quality standards, support ITIL processes, and drive continuous improvement.
* Create and maintain user documentation and manuals.
Your profile
Knowledge and experience:
* Completed IT technical training or degree, ideally with additional qualifications in IT support or IT service management, and relevant professional experience.
* At least 5 years of experience in team organization and coordination.
* Knowledge of ITIL or ITSM processes; familiarity with JIRA is an advantage.
* Good knowledge of Microsoft environments in a corporate setting.
* Proficiency with Windows OS and network technology.
* Experience with JIRA or similar ITSM systems is a plus.
Soft Skills:
* Clear, empathetic, and goal-oriented communication.
* Role model in teamwork and customer service, focusing on quality and user satisfaction.
* Excellent written and spoken English and French skills.
* Willingness to occasionally travel between locations.
* High sense of personal responsibility and proactive work approach.
* Open to shaping and supporting change processes.
Working at Siegfried
* Flexible working hours
* Remote work options (conditions permitting)
* 5 weeks' holiday annually
* Weekly sports classes and social events
* Employee benefits platform
* Free parking
Who we are
In the Midst of People's Lives - Across the Globe
The Siegfried Group is a leading CDMO developing and manufacturing active pharmaceutical ingredients, intermediates, and finished dosage forms. We integrate chemical and pharmaceutical capabilities into a single business model, serving a broad global customer base, from major pharma companies to small biologic organizations. Our services span from early-stage R&D to commercial manufacturing, producing about 200 of the 1500 registered drug substances and 20% of global caffeine demand, impacting nearly 1 billion people.
What we do in Evionnaz
Siegfried Evionnaz specializes in custom synthesis of active ingredients and intermediates, with a plant built in 1957 employing around 350 staff. Key activities include GMP-compliant development and production, safety, health, and environmental standards adherence, with features like multiple GMP units, pilot and Kilolab installations, and a broad technology portfolio. The facility is highly specialized in niche technologies, capable of developing from 1 gram to industrial quantities.
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