Doing the right thing. We are active in Switzerland and 20 countries on four continents. Join us with a commitment to help us bring about a more caring society, as
Teamleader ICT Helpdesk & Support (80-100 %)
As a dynamically growing non-profit organization with a global presence, we are dedicated to transforming and future-proofing our global helpdesk and support services, ensuring seamless and efficient assistance for our users across Switzerland and worldwide.
We are looking for a dedicated and experienced Teamleader ICT Helpdesk & Support (m/f/d) to lead our Helpdesk & Support team, ensuring the highest standards of service and support for our users.
Your duties
- Lead and manage the Helpdesk & Support team of currently 7 employees across Switzerland with the ambition to extend globally to the 16 countries of operation
- Develop and implement strategies to improve helpdesk and support services, ensuring alignment with organizational goals.
- Implement an efficient support organisation according to ITIL standards
- Oversee the day-to-day operations of the helpdesk, ensuring timely and effective resolution of user issues.
- Monitor and analyze helpdesk performance metrics, identifying areas for improvement and implementing solutions.
- Ensure the security and integrity of helpdesk systems and data.
- Collaborate with other ICT teams to support the overall ICT strategy and initiatives, such as overarching ITIL processes and IT service management
- Provide training and development opportunities for team members to enhance their skills and knowledge.
Our requirements
- Proven experience in a leadership role within an ICT helpdesk or support environment.
- Strong strategic planning and operational management skills.
- Proven leadership experience
- Excellent problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Ability to work effectively in a dynamic and fast-paced environment.
- Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.