Head of Service Desk

ICT Directorate

from 1 October 2026 or by arrangement

As the Head of the Service Desk at UPZ Bern, you are responsible for the efficient organisation and leadership of a team that acts as the first point of contact for over 1,000 employees - whether from the medical or psychological field, nursing, or administration. This is not about anonymous call forwarding, but about genuine thinking along, quick implementation, and active support. You ensure that the service is fast, solution-oriented, and empathetic, and you work closely with the specialist departments to ensure smooth processes. With your leadership approach, you promote the further development of your team and actively contribute to evolving the Service Desk as a proactive support function.

Your tasks

• You take on the professional and organisational management of the Service Desk and ensure smooth operations as well as continuous development
• You support your team with patience, expertise, and heart - and ensure that 1st-level support cases are handled efficiently and customer-oriented
• You coordinate the prioritisation and processing of tickets in the ITSM tool, keeping an eye on quality, deadlines, and service level agreements
• You actively drive the expansion and maintenance of the IT knowledge base and ensure clear, understandable, and sustainable documentation
• You are responsible for the lifecycle management of end-user devices - from procurement through rollout to decommissioning
• You create and maintain clear service descriptions and make the Service Desk’s services transparent
• You ensure support for conference and meeting rooms so that meetings can start smoothly at any time

Your profile

• You have completed IT training or an equivalent qualification - ideally supplemented by further training in leadership or IT service management
• You have several years of experience in the Service Desk or IT support and have already taken on leadership responsibilities
• You are confident and experienced in using the MS Office suite and ITSM tools
• You impress with strong communication and leadership skills as well as a high service awareness
• You have very good German language skills - any additional language is a welcome plus

Your contacts

Mieke Duvenhage

Mieke Duvenhage answers your specialist questions: T: +41 58 630 67 67

For questions about the application process, please contact

Yanis Emanuel Ryser

Email: bewerbungen@upd.ch T: +41 58 630 96 71

The UPZ

The University Psychiatric Centre Bern (UPZ) is the leading competence centre for psychiatry and psychotherapy in the capital region as a university clinic. It ensures psychiatric care in the canton of Bern along the entire care chain, from early detection through outpatient, day clinic, and inpatient therapies to rehabilitation and forensics. With over 30 locations, UPZ offers a comprehensive care network. In addition, UPZ makes an important contribution in the areas of teaching, training and further education, as well as research.

Learn more

https://jobs.upz-bern.ch/de/warum-upz

Your workplace

Bolligenstrasse 111, 3000 Bern 60