Service Desk Team Lead

Nicoll Curtin; Zürich; Vor Ort; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

Nicoll Curtin is seeking an experienced Service Desk Team Lead to blend people leadership with hands-on operational expertise. You will lead a small service desk team while remaining actively involved in first-level support during business hours.

You will coach and develop staff, plan shifts, ensure stable coverage, and monitor requests, incidents, and service quality to maintain high standards of support. Strong communication, escalation handling, and a commitment to professional growth are

Qualifikationen

• Completed vocational training in IT (EFZ) or comparable education.
• At least 3 years of relevant experience in a service desk, support, or operations role.
• Proven experience leading or coordinating a small team.

Aufgaben

• Lead, coach, and develop a small first-level support team
• Act as a role model by actively participating in day-to-day support activities
• Plan staffing, shifts, and task distribution to ensure reliable coverage
• Provide first-level support for security services during office hours
• Monitor incoming requests, incidents, and service quality

Kenntnisse

People leadership

Service desk experience

Team coordination

Ausbildung

Vocational IT training (EFZ)

Jobbeschreibung

We are looking for an experienced Service Desk Team Lead who combines people leadership with hands-on operational expertise, to join our client's team. In this role, you will lead a small service desk team while remaining actively involved in first-level support during business hour.

Responsibilities

Leadership & Team Management

• Lead, coach, and develop a small first-level support team
• Act as a role model by actively participating in day-to-day support activities
• Plan staffing, shifts, and task distribution to ensure reliable coverage
• Support team members in prioritisation, escalation handling, and professional growth

Operational Support & Service Delivery

• Provide first-level support for security services during office hours
• Monitor incoming requests, incidents, and service quality

Required Qualifications

• Completed vocational training in IT (EFZ) or comparable education
• At least 3 years of relevant experience in a service desk, support, or operations role
• Proven experience leading or coordinating a small team