Zürich
Service Desk Manager (m/f/d)
- 29 July 2026
- 80 – 100%
- Permanent position
- CHF 80 000 - 95 000 /year
- German (Fluent)
- 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.
Service Desk Manager (m/f/d)
Salary - CHF80,000 - 95,000ROCKEN® has significantly simplified the application process with its digital recruitment solution and thus sets a new, uniform standard. We connect talents, experts, and professionals throughout Switzerland. We provide our network of established companies on our ROCKEN® Talent Platform.
This company is a significant Swiss university that offers practice-oriented education and research in numerous specialist fields. It values innovation and the connection between theory and practice to prepare students for the demands of the modern labour market.
Start your new journey now with a personal ROCKEN® Talent Profile and benefit from exciting jobs!
Role:
In this role, you take on the central point of contact for all incoming service desk requests and ensure that technical issues are handled efficiently, solution-oriented, and user-friendly. You are responsible for fault analysis, prioritisation, as well as incident and request management, and document all processes in a structured manner in the corresponding systems. As a professional contact person, you coordinate cooperation with other support units if necessary and ensure clear, understandable communication. Additionally, you deputise in the service desk, keep an overview even in hectic phases, and thus contribute significantly to the stability and availability of IT services. Through your proactive thinking, you bring in improvement suggestions and support the continuous development of processes and service quality.
Responsibilities:
- You receive requests and faults via telephone and ticket system, prioritise them, and handle them in a solution-oriented manner
- In this role, you analyse technical issues, resolve them independently, or forward complex cases to the 2nd-level support
- You take over access and user account management and maintain and expand the solution and knowledge database
- As a service desk support with deputising duties, you identify optimisation potentials in recurring processes and implement improvements
- You plan and conduct training on our service management system and ITIL-relevant processes and ensure knowledge transfer within the team
- In this role, you contribute to projects, the further development of the service desk, and the analysis of KPIs including deriving measures
Qualifications:
- Completed vocational training in the IT field or a comparable qualification
- Several years of experience in service desk or IT support
- Structured, independent working style and willingness to take responsibility
- An eye for optimisation potentials and enjoyment in contributing your own ideas and implementing improvements
- Open, communicative personality with the ability to professionally support your team and confidently perform even in demanding situations
- Strong solution and customer orientation as well as very good German language skills in spoken and written form
ROCKEN Jobs:
https://rocken.jobs
Create profile:
https://rocken.jobs/application/profil-erstellen/
Workplace
Zurich
Contact
Muqsit Bebou,
+41443852834
