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 .

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