Service Desk Team Leader – IT Operations
Gramian Consulting
full-time
Posted on:
Location Type: Hybrid
Location: Geneva • Switzerland
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Job Level
About the role
- Lead and manage daily operations of the Service Desk team
- Act as technical escalation point and subject-matter reference
- Coordinate communication between clients and internal technical teams
- Ensure SLA adherence, incident resolution, and service quality standards
- Support team development through coaching, feedback, and performance management
- Contribute to process improvement and operational efficiency initiatives
- Participate in reporting (weekly/monthly/quarterly as required)
- Support transition activities and evolving team responsibilities
Requirements
- Minimum **5 years of proven experience** in Service Desk or IT Support leadership roles
- Solid understanding of IT support processes, tools, and operational best practices
- Strong people management and team coordination skills
- Excellent communication skills in both client-facing and internal contexts
- Ability to operate in fast-paced, production environments
- CFC (Swiss Federal Certificate of Capacity) or equivalent IT education
Benefits
- Annual performance bonus (minimum ~15% of monthly salary)
- Hybrid working model (2 days remote per week)
- Gym allowance
- Yearly fidelity bonus (paid in December)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT support processesincident resolutionservice quality standardsprocess improvementoperational efficiency
Soft Skills
people managementteam coordinationcommunicationcoachingfeedbackperformance management
Certifications
CFC (Swiss Federal Certificate of Capacity)IT education