Team Leader: Customer Service

We are looking for you as a committed and motivated leader. To support our distinguished medical staff and our specialised and passionate nursing personnel with innovative and professional ICT, we need you. You ensure optimal customer satisfaction as a "hub" and impress with your expertise. Join us in an enormously interesting, digitalised ICT future in an environment where people work for people.

What to expect

• Operational, personnel, professional and financial management and leadership of the Customer Service team
• Ensuring 1st and 2nd level support according to ITIL
• Responsible for triaging and resolving tickets as well as quality assurance in the required environment
• Responsibility in the area of user management in Identity & Access Management (accounts / permissions)
• Staff planning and ensuring IT on-call service (standby)
• Responsible for escalation and complaint management towards the core business / medical departments
• Implementation of continuous improvement processes (CIPs) in the customer centre.
• Participation in projects (e.g. automation / digitalisation)

What you bring

• At least 3 years of professional experience in a comparable role
• Sound knowledge in Identity & Access Management as well as incident, request and demand management (ITIL 3.0)
• Very good user knowledge of the backend of the ITSM suite ServiceNow
• Understanding of business processes and technical contexts
• Passion for process analysis, process optimisation and automation
• Analytical, structured and solution-oriented working style
• Strong communication skills as well as high service and customer orientation
• Very good German and English skills as well as experience in operational and personnel staff management

Our offer

• Motivated and committed team
• Exciting and complex service and application landscape
• Attractive employment conditions
• Flexible working hours
• Modern workplace
• High degree of independence and personal responsibility
• Versatile and varied activities with scope for design

Questions about the position?

For further information, please contact Richard Kummer, Head of Customer & Support

+41 31 664 21 73