Lead Group IT Service Desk (w/m/d)

Komax; Dierikon; On-site; CHF 150,000 - 190,000; Full time

Benefits offered by this job

Flexible working time models

Learning opportunities (English course

Modern break rooms

Discounted lunch at partner restaurant

Job summary

Komax AG invites an experienced IT End-User Services leader to own and advance the global support framework from its Dierikon site. You will shape Helpdesk, 1st Level Support, and EUC, ensuring reliable, secure, and business-focused service delivery while driving automation and scalable support models.

The role requires a strong leadership track record, a Bachelor’s degree in computer science or related field, and fluency in German and English.

Qualifications

• Over 10 years of IT support experience.
• Leadership roles for at least 5 years.
• Strong background in ITSM, Helpdesk, EUC and Modern Workplace.

Responsibilities

• Own and continuously enhance End-User Services (Helpdesk, Service Desk, 1st Level Support, EUC).
• Drive process optimization and automation to improve efficiency and reduce costs.
• Define and manage workplace standards, device lifecycle, onboarding, and replacement programs.
• Lead and develop a high-performing IT support team.
• Establish policies, procedures, documentation, and self-service capabilities.

Skills

Leadership experience

ITSM Standards

End-User Services

1st Level Support

German language

English language

Education

Bachelor’s degree in computer science or related field

Job description

• Own and continuously enhance End-User Services, including IT Helpdesk, Service Desk, 1st Level Support, and End-User Computing, ensuring reliable and business-focused service delivery.
• Ensure stable, secure, and efficient IT operations while delivering an outstanding end-user experience through high-quality support services and effective issue resolution.
• Drive process optimization and automation initiatives to improve service efficiency, reduce costs, and implement scalable support delivery models, including nearshore, offshore, and outsourcing solutions.
• Define and manage end-user workplace standards, including device lifecycle management, procurement processes, onboarding, and replacement programs in alignment with business and security requirements.
• Lead, develop, and motivate a high-performing IT support team through recruitment, coaching, training, and performance development while fostering a culture of continuous improvement.
• Establish and implement policies, procedures, documentation, self-service capabilities, and automation standards to improve operational effectiveness and empower both employees and support teams.
• Support strategic IT initiatives and business transformation projects, including post-merger integrations, site consolidations, hypercare activities, and change management programs.

Your profile:

• At least 10 years of experience in IT support.
• At least 5 years of experience in a leadership role.
• Strong technical background and experience in the areas of ITSM Standards, IT Helpdesk, 1st Level Support, End-User Services, End-User Computing (EUC) and Modern Workplace.
• Bachelor’s degree in computer science or related field.
• Entrepreneurial and business-minded thinking
• Languages: German and English
• Ability to focus under pressure and strong communication skills.
• Problem-solving skills
• Willingness to travel

Your new workplace in Dierikon is newly built and equipped with state-of-the-art technology and work equipment. Your workplace is located in one of the modern open-plan offices, which also have inspiring meeting zones and a large terrace for various employee events. Komax AG offers its employees flexible working time models. Komax AG is committed to the further training of its employees and offers, for example, free internal English courses or access to selected attractive learning platforms. At the Dierikon site, there are also modern break rooms and the option of discounted lunch in a neighboring partner restaurant.