St. Gallen
Head of IT Service Desk (m/f/d)
- 30 July 2026
- 80 – 100%
- Permanent position
- German (Fluent), English (Fluent)
- St. Gallen
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 recruitment and career planning.
Head of IT Service Desk (m/f/d)
Our Rocken partner stands for high-quality wood processing and sustainable craftsmanship. As an established manufacturer in the field of premium flooring, the company combines traditional know-how with modern production technologies. Quality, aesthetics, and ecological responsibility are at the heart of everything.The focus is on developing and manufacturing durable products that meet the highest standards. Every process step, from raw material selection through production to delivery, is carefully monitored. The company relies on innovation and continuously invests in state-of-the-art production facilities.
Flat hierarchies and direct communication channels characterise the daily work routine. Responsibility and scope for design are highly valued here.
Ready for a position where craftsmanship meets modern technology? Our Rocken partner is looking for individuals who want to contribute to shared success with passion and expertise.
Role:
In this role, you take global responsibility for IT user support and the helpdesk, leading an international team across several countries. You are responsible for the operation and further development of the ITSM platform, manage incidents and changes, and ensure service quality based on defined KPIs. You ensure the implementation and compliance with IT standards according to ITIL and continuously expand uniform processes, roles, and tools. Additionally, you develop training and awareness concepts for users, strengthen the service mindset within the company, and actively promote the professional and personal development of your team. Your duties are rounded off by budget responsibility and close collaboration with internal stakeholders from infrastructure, applications, and business.
Responsibilities:
- You take responsibility for the global IT service and support organisation.
- In this role, you lead and develop the international IT support and service desk team (1st & 2nd level).
- You expand the ITSM platform (BMC Helix), automate processes, and manage asset and licence management.
- You ensure globally uniform, ITIL-aligned processes, roles, and tool usage.
- You establish and optimise the user training environment, including documentation, instructions, tests, and cyber awareness training.
- As head of IT user support and helpdesk, you work closely with Group IT, infrastructure, application, and business stakeholders and manage a cost-efficient service desk budget.
Qualifications:
- You hold a bachelor’s degree in information technology or a related field.
- You have at least 5 years of experience in IT services and support, including at least 3 years in a leadership role.
- You have demonstrably built or successfully transformed IT service and support organisations and led international, distributed teams.
- You are well versed in ITIL best practices (e.g., ITIL Foundation V5, ITIL Practice Manager) and work KPI-, SLA-, and governance-oriented with a strong service mindset.
- You act confidently in critical situations such as major incidents and escalations and impress with professional stakeholder management at management level.
- You are proficient with common ITSM tools as well as the Microsoft M365 environment and communicate fluently in German and English.
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https://rocken.jobs
Create profile:
https://rocken.jobs/application/profil-erstellen/
Work location
St. Gallen
Contact
Muqsit Bebou,
+41443852834
