Service Desk IT Lead: Elevate Support & Experience

Nicoll Curtin; Basel; On-site; CHF 120,000 - 150,000; Full time

Job summary

Nicoll Curtin is seeking an experienced ICT Service Delivery Manager for a Swiss client in Basel to own the Service Desk, drive service excellence, and ensure an outstanding user experience across the business.

You will lead the ICT Service Desk team, own the service portfolio and management processes, oversee incidents and requests, and identify improvements to boost quality, efficiency, and customer satisfaction.

Qualifications

• Higher education in Computer Science, Information Technology, or a related field.
• Hands-on experience with Jira and Confluence.
• Good knowledge of Windows and Linux administration and Microsoft 365.

Responsibilities

• Lead and develop the ICT Service Desk team, both technically and disciplinarily, ensuring high-quality support delivery.
• Own and continuously improve the ICT service portfolio and service management processes.
• Oversee the handling of incidents and service requests, coordinating timely and effective resolutions.
• Identify improvement opportunities and implement initiatives to increase service quality, efficiency, and customer satisfaction.

Skills

Windows administration

Linux administration

Microsoft 365

IT service management

Education

Higher education in Computer Science/IT

Tools

Jira

Confluence

Job description

Nicoll Curtin is seeking an experienced ICT Service Delivery Manager for a Swiss client in Basel to own the Service Desk, drive service excellence, and ensure an outstanding user experience across the business.

You will lead the ICT Service Desk team, own the service portfolio and management processes, oversee incidents and requests, and identify improvements to boost quality, efficiency, and customer satisfaction.