Leadership + 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
* Very good German and 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 winter season, full on-site presence in Andermatt is required
Our HR recruiter Daniel Suter will be happy to assist you by phone at +41 41 888 15 65 .
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