Head of IT-Support (w/m/d) 100 %, Altdorf

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 .

#J-18808-Ljbffr