IT System and Support Leader.

As the IT System and Support Leader your primary responsibility is to lead and manage the team while actively contributing to the transformation of the technology department. 

Your main responsibilities:

1. Provide advanced 3rd level technical support for the digital solutions addressing complex technical issues and ensuring prompt resolution.

2. Oversee the processing, coordination, and monitoring of hardware and solution escalations digitally

3. Maintain comprehensive documentation and reporting for the workplace segment 

4. Continuously monitor key performance indicators and ensure the department responds to technician and customer requests in a timely and high-quality manner

5. Create training documents and instructions related to digital workplace models and procedures. Conduct training sessions for technicians on hardware and solutions.

6. Manage security and firmware updates for hardware and solutions to ensure optimal performance and security.

7. Inventory management optimization

8. Ensure the operation, maintenance, and continuous development of hardware and solutions.

9. Manage and maintain the test environment in the Azure cloud.

Qualifications:

• Educational background in IT or technical areas.
• Minimum of 3 years of experience in leading a technical support team or a similar role.
• Additional training in business administration, organization, and processes.
• Experience in creating reports and deriving insights from customer, machine, and usage data.
• Experience in technical support for hardware and software.
• Proficiency in managing a knowledge database and analyzing key performance indicators.
• Strong knowledge of digital technologies in networking, server environments, and cloud services.
• Excellent team player with strong communication skills for employee development and knowledge sharing.
• High sense of responsibility, resilience, and organizational skills.
• Ability to think conceptually, focus on process-oriented thinking, and take assertive actions.
• Knowledge of customer experience management is advantageous.
• Very good proficiency in German and English, with good knowledge of French.