Zug
ICT Service Desk Specialist (m/f/d)
- 17 August 2026
- 100%
- Permanent position
- German (Fluent)
- Zug
About the job
We have developed a web-based online platform for job searching and talent acquisition that digitalises the application process and supports the company in quickly recognising talents in the market and securing them for the long term. With a digital Rocken profile, every applicant can quickly and easily connect with market-leading companies and share their profile.
Our work places people at the centre both technologically and organically. Rocken® offers executive search and talent management consulting to address the personal and individual needs of each person and to implement these optimally in personnel recruitment and career planning.
ICT Service Desk Specialist (m/f/d)
Our Rocken partner develops integrated enterprise software and connects ERP, CRM, and e-commerce on a central platform. The company stands for sustainable digital solutions, update guarantees, and technological sovereignty. As an established provider, it focuses on innovation with foresight and long-term customer relationships. Development is characterised by modern architecture, well-thought-out data structures, and the targeted use of new technologies. Projects are not only implemented technically but are designed with a view to stability, security, and future viability. Precision, perseverance, and teamwork are core values. Collaboration takes place in interdisciplinary teams that work closely together from project management through UX design to business development. Fancy software development with responsibility and prospects? Then become part of a company that consistently combines quality and innovation. Our Rocken partner offers you a challenging environment with genuine scope for creativity.Role:
In this role, you lead a dedicated support team and ensure that the operation of the enterprise software applications runs smoothly in the customers’ daily business. You take on the personnel and professional leadership of a team with more than ten employees, plan deployments, conduct one-on-one meetings, and build a consistently solution-oriented support organisation. You also participate in escalated calls, support 1st and 2nd level support, and ensure 1st level support for the system platform of the GU customers. Through continuous training, education, and strength-based development, you further develop your team and continuously optimise support processes, tools, and internal documentation. Additionally, you conduct call reviews and support briefings, thereby making a significant contribution to the sustainable quality of support services.
Responsibilities:
Overall responsibility for the operational and personnel management of a support area with more than ten employees
Building efficient service structures and further developing the support organisation with a focus on quality, solution orientation, and customer satisfaction
Managing complex support cases and escalations as well as occasional involvement in operational daily business to ensure reliable customer service
Establishing a strong learning and feedback culture through individual coaching, targeted training, and systematic quality analyses
Qualifications:
Solid professional background at the interface of IT, business, and service management
Proven experience in leading support or IT specialist teams as well as a strong sense for different employee profiles
Familiarity with complex business applications and the requirements of professional enterprise support organisations
Confident and solution-oriented personality with organisational talent, high social competence, and enjoyment in developing people and processes
Benefits:
- Interesting and varied tasks/projects: Continuous optimisation of support processes and tools
- Well-coordinated and dynamic team: Leading a support team with over 10 employees
ROCKEN Jobs:
https://rocken.jobs
Create profile:
https://rocken.jobs/application/profil-erstellen/
Workplace
Zug
Contact
Muqsit Bebou,
+41443852834
