Head of IT-Support (w/m/d)Job start: per sofort oder nach VereinbarungThe 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 + OrganisationFunctional 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 cultureCoaching, development, and performance management of team membersResource and capacity planning for internal and external servicesService + OperationsEnd-to-end responsibility for ITIL-based support processes (Incident, Service Request, Problem, Change)Ensuring compliance with SLAs, OLAs, and KPIsManaging external support partners and vendorsEnsuring stable workplace, application, and core IT servicesProcesses + QualityDesigning, documenting, and continuously optimizing support processesFurther development of ITSM tools (ticketing, self-service portal, knowledge base)Introducing structured problem and root-cause managementStandardization of support services and workplace offeringsBusiness InterfaceActing as the central point of contact for business units regarding support and operations topicsTranslating business requirements into sustainable service modelsCollaborating with IT architecture, application owners, security, and project teamsManaging handover from projects into operationsReporting + ControlEstablishing transparent service reportingBudget and cost control in the support environmentDeriving optimization measures based on performance metricsWhat you bring inCompleted education or degree in computer science or a comparable qualificationSeveral years of experience in IT support / IT operations, including at least 3–5 years in a successful leadership roleSolid knowledge of ITIL / ITSM frameworksExperience in operating modern workplace, infrastructure, and application environments, as well as managing external service providers and SLA managementStrong leadership personality with assertiveness and empathyStructured, process- and solution-oriented working styleHigh problem-solving and decision-making ability, pragmatic hands-on mentality, and resilience in demanding situationsAbility to communicate complex topics clearly and appropriately to different audiencesStrong service and customer orientationNative 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, fullon-site presence in Andermatt is requiredThis is what you can look forward toA team of passionate doersGenerous support in further trainingCombination of leisure and workModern working time modelFlat hierarchy with fast decision-making processesNumerous discounts and special offersThat is usAndermatt 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. jidd92d89ba jit0418a jiy26a