Teamlead IT Service Desk; f​/m​/d

Overview

This role is to manage the Service Desk together with a motivated team of Technicians and Apprentices. We are looking for an initiative and highly committed IT professional as Teamlead IT Service Desk (f/m/d) 80 - 100 %.

• Lead and mentor a local team of Service Desk Technicians, Apprentices, Agents and Support Staff, to ensure their professional growth and development
• Manage all Helpdesk operations as a single point of entry for Switzerland, from delivery of frontline technical support to orchestration of incidents, service requests or other demands
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
• Identify the need for upgrades, configurations or new systems and report to other departments and management
• Implement appropriate KPIs and dashboards to track performance, create transparency on issues or problems, and allow timely resolutions to protect business continuity and user satisfaction
• Development, documentation, and execution of training content regarding existing, new, or changed processes as well as their execution in the ticketing or demand management tools
• Stay up to date with industry trends, emerging technologies, and best practices in business analysis
• You are expected to process tickets too

• Bachelor's degree in IT (Bsc or FH), TS or adequate certification level
• Proven experience (5+ years) in Helpdesk Management, deep understanding of frontline technical support, and with a track record of successfully leading and managing an international team
• Project management experience in small or medium sized project with the focus on service desk
• Leadership and team-building skills, with a focus on fostering a collaborative and innovative work environment
• Fluent in German and proficiency knowledge in English (written and spoken)

• Ability to act independently and on your own responsibility (self-driving) in your responsible area
• Proactive approach and mindset
• Ability to work effectively in a fast-paced and dynamic environment
• Excellent problem-solving skills
• Exceptional interpersonal skills to work cross-functionally, intercultural as well as interact in teams and with outside professionals
• Self-motivated, result-oriented and decisive personality with a high level of energy and autonomy
• Strong attention to detail and a commitment to data accuracy and quality

• Structured induction process
• Flexible working conditions
• Versatile and autonomous activities and tasks
• Working environment with professional development opportunities
• Participation in job-related training and further education
• Above-average pension fund
• Appreciative and inclusive culture
• Demonstrated lived values that value diversity
• Dynamic, international environment with committed employees

We look forward to receiving your complete application documents.

Burckhardt Compression AG | Location Winterthur

Contact:
Tobias Wyser | Tel.

Burckhardt Compression creates leading compression solutions for a sustainable energy future and the long-term success of its customers. The Group is the only global manufacturer that covers a full range of reciprocating compressor technologies and services. Since 1844, its passionate, customer-oriented and solution-driven workforce has set the benchmark in the gas compression industry.