Operations Lead

Our client, a trailblazer in innovative technologies with headquarters in Dietikon and eight branches across Switzerland, is seeking a dynamic individual to lead the charge as the Team Leader for Technical Helpdesk & Fleet Management at their headquarters in Dietikon/ZH.

With around 190 experts on board, they stand tall as a leading provider in enterprise content management, printer park management, and comprehensive B2B solutions. From consulting to hardware and software solutions, their complete packages redefine excellence in the industry.

Tasks

**Your Impactful Leadership**:
Picture yourself at the forefront, steering the ship of the Technical Helpdesk & Fleet Management team. Your mission, should you choose to accept it, includes:

- Crafting an unparalleled experience by managing the technical helpdesk department and spearheading fleet management with finesse.
- Juggling the coordination and processing of customer inquiries, ensuring top-notch quality and timely responses.
- Being the maestro of the support ticket system, making it accessible across all channels for seamless communication.
- Taking the lead in technician deployments, ensuring a smooth operation.
- Creating and curating a knowledge database that becomes the go-to resource for quick and effective solutions.
- Being the go-to person for technical support requests and internal/customer issues related to fleet management.
- Channeling your inner teacher by creating engaging training documents and instructions for Fleet Management Tools.
- Fine-tuning and optimizing various order thresholds in all fleet management tools.
- Keeping your finger on the pulse of general customer satisfaction within your realm.
- Achieving set goals, maintaining impeccable quality standards, and keeping the support team in the loop on the latest in technologies, solutions, and products.

**Requirements**:
**Your Stellar Profile**:
**Imagine yourself as the star of the show, armed with**:

- A stellar education in business administration or computer science (ETH, university, university of applied sciences, federal diploma) or its equivalent.
- At least 2 years of experience leading a technical support or help desk team.
- Training as an IT/ICT supporter or a comparable qualification.
- A knack for creating reports and extracting valuable insights from customers and usage data (especially in fleet management).
- In-depth knowledge of the IT and printing industry.
- Proven experience in orchestrating and coordinating field operations.
- Proficiency in using helpdesk ticketing systems and a wizard at analyzing key performance indicators.
- A team-oriented spirit combined with a customer-centric and responsible personality.
- Organizational prowess that rivals a juggler, coupled with conceptual, process-oriented thinking, and an assertive approach.
- Bonus points for your knowledge of customer experience management.
- Fluent in German and English, with a good grip on French.

**Benefits**:
**Your Leadership Journey Starts Here**:
Picture yourself in a dynamic and environmentally conscious company with a culture that inspires. Enjoy an independent role with quick decision-making processes and attractive employment conditions in an environment brimming with future potential.

Your leadership journey begins at the intersection of innovation and excellence - where your career becomes the star of the show Are you up to the challenge?