ICT Support Team Lead

Vor 3 Tagen

Luzern, Luzern, Schweiz Caritas Schweiz Vollzeit

Company Overview

Caritas Schweiz is a leading aid organization in the field of development cooperation and humanitarian aid. Our ultimate aim is poverty alleviation.

Salary

The estimated annual salary for this position is approximately CHF 80,000 - CHF 100,000, depending on experience.

Job Description

We are seeking an experienced ICT Support Team Lead to lead our Helpdesk & Support team, ensuring the highest standards of service and support for our users across Switzerland and worldwide.

Main Responsibilities

  • 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.
  • Provide training and development opportunities for team members to enhance their skills and knowledge.

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.

Location

The position will be based in Lucerne, Switzerland.

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