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Head of IT Service Desk

Our client is a leading Medical Technology company headquartered in Central Switzerland and has a global network of production sites, subsidiaries and sales partners. We are looking for a Head of IT Service Desk for a permanent role to be based in Central Switzerland.

Main Responsibilities:

  • Management of the Service Desk in terms of staff, organization and technical aspects, as well as ensuring resource planning and budgeting;
  • Ensuring a continuous global service desk organization within the company;
  • Monitoring of incidents and requests in the service management tool, incl. triaging / escalation to 2nd and 3rd level as well as creation of KPI reports;
  • Follow-up of customer satisfaction, analysis of the resource situation, promotion of improvements if required
  • Conceptual design and further development of services, structures and processes and applications in the ICT Service Desk;
  • Provision of management reports on the IT Service Desk services;
  • Identification of improvement potential and development and implementation of appropriate measures (continuous service improvement);
  • Increasing and ensuring the quality and efficiency of the ICT Service Desk
  • Ensuring representation and communication with customers and suppliers;
  • Shaping a modern service-oriented organization.

Qualifications and Experience:

  • Relevant Swiss working/residency permit or Swiss/EU-Citizenship required;
  • Completed IT training with higher education (FH, HF, diploma);
  • Several years of management and professional experience in ICT Service Desk as well as experience in its development and expansion according to the ITIL framework;
  • ITILv4 certification is an advantage;
  • Very good knowledge of German and English, both written and spoken is a must.