Service Desk Manager
ilem Group
full-time
Posted on:
Location Type: Office
Location: Crissier • 🇨🇭 Switzerland
Visit company websiteJob Level
SeniorLead
Tech Stack
TypeScript
About the role
- Define and maintain the Service Desk strategy and roadmap.
- Manage external vendors and ensure adherence to SLAs and KPIs.
- Act as the escalation point for major incidents.
- Ensure reporting and monitor performance.
- Optimize processes, costs, and end-user satisfaction.
- Coordinate the evolution of tools (ticketing, knowledge base, automation).
- Actively participate in ITIL processes (incident, problem, request).
Requirements
- ITIL v4 certification.
- Minimum 7 years of IT support experience, including at least 3 years in a management role.
- Experience managing a Service Desk and working with vendors.
- Comfortable working in international environments.
- Excellent communication skills; French and English required.
Benefits
- Stimulating, collaborative environment.
- Culture of innovation and genuine opportunities for growth.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportService Desk managementvendor managementperformance monitoringprocess optimizationincident managementproblem managementrequest management
Soft skills
communicationescalation managementend-user satisfactioncoordinationparticipation in processes
Certifications
ITIL v4