Zürich
ICT Service Desk Manager (m/f/d)
- 25 August 2026
- 70 – 80%
- Permanent position
- German (Fluent), English (Intermediate)
- Zürich
About the job
We have developed a web-based online platform for job searching and talent acquisition that digitalises the
application process and supports companies 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 recruitment and career planning.
ICT Service Desk Manager (m/f/d)
This ROCKEN® partner is one of the leading pharmaceutical service providers in Switzerland. It is distinguished by its high-quality, continuously optimising services and programmes. Due to its strong position in the industry, it has been able to expand across Europe over the years and thus offers its employees a dynamic, international environment with exciting and varied activities.
Role:
In this role, you will take on the professional and organisational leadership of the Service Desk and ensure that enquiries are handled efficiently and with a customer-oriented approach. You will coordinate the team in day-to-day operations, prioritise tasks, and ensure smooth processes as well as compliance with defined procedures and service levels. Additionally, you will analyse recurring issues, derive optimisation measures, and drive the continuous improvement of support services. As a point of contact for interfaces, you will ensure clear communication and support your team with professional and methodological questions. With your professional demeanour, you will significantly contribute to high service quality and user satisfaction.
Responsibilities:
- You lead the Service Desk team both professionally and personally
- In this role, you also work operationally within the Service Desk
- You ensure efficient and high-quality 1st level support
- You are responsible for compliance with and further development of ITSM processes and tools
- You monitor service quality and derive improvement measures
- As Service Desk team lead, you promote your team through coaching, training, and development discussions
Qualifications:
- You have completed IT training or have equivalent professional experience
- You have experience in IT support, ideally complemented by leadership experience
- You communicate clearly, lead your team confidently, and impress with high social competence
- You work in a structured, solution-oriented manner with a strong awareness of quality
- You are familiar with ITSM tools and have a solid understanding of IT infrastructure and IT processes
- You have very good German language skills in spoken and written form as well as solid English skills
ROCKEN Jobs:
https://rocken.jobs
Create profile:
https://rocken.jobs/application/profil-erstellen/
Work location
Zurich
Contact
Muqsit Bebou,
+41443852834
