Service Desk Team Leader
3 ore fa
About Us Gramian Consultancy is a boutique consultancy specializing in IT professional services and engineering talent solutions.With a strong background in engineering and leadership, we help companies build high-performing teams by matching them with professionals who truly fit their needs.About The RoleOur client is a Managed Service Provider (MSP) delivering secure IT outsourcing and cloud transformation services across public and private data centers, supporting international clients from Switzerland and the Middle East.We are looking for a Service Desk Team Leader to take ownership of day-to-day service desk operations and lead a small on-site team in Geneva.This is a hands-on leadership position combining people management, operational oversight, and technical expertise.You will act as the technical reference for the team while serving as the main coordination point between clients and internal delivery teams.The role plays a key part in maintaining service quality, driving operational excellence, and ensuring high customer satisfaction during an ongoing organizational transition.You will report directly to the Service Desk Manager and lead a local team of approximately 5 people.Working ModelHybrid (3 days/week in office)Office LocationGeneva, SwitzerlandContractPermanentNoteMust be EU passport holder (no residency permit allowed)Interview ProcessIntro Call + 3 client interviews (technical test, onsite interviews)LanguageFluent French and EnglishResponsibilitiesLead and manage daily operations of the Service Desk teamAct as technical escalation point and subject-matter referenceCoordinate communication between clients and internal technical teamsEnsure SLA adherence, incident resolution, and service quality standardsSupport team development through coaching, feedback, and performance managementContribute to process improvement and operational efficiency initiativesParticipate in reporting (weekly/monthly/quarterly as required)Support transition activities and evolving team responsibilitiesRequirementsMinimum 5 years of proven experience in Service Desk or IT Support leadership rolesSolid understanding of IT support processes, tools, and operational best practicesStrong people management and team coordination skillsExcellent communication skills in both client-facing and internal contextsAbility to operate in fast-paced, production environmentsCFC (Swiss Federal Certificate of Capacity) or equivalent IT educationBenefitsAnnual performance bonus (minimum :15% of monthly salary)Hybrid working model (2 days remote per week)Gym allowanceYearly fidelity bonus (paid in December)#J-*****-Ljbffr
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Lazio, Italia Gramian Consulting A tempo pienoA managed service provider is seeking a Service Desk Team Leader to oversee daily operations while managing a team in Geneva.This hybrid role demands leadership in service desk functions, maintaining service quality, and ensuring high customer satisfaction.Candidates must have at least 5 years of relevant experience, strong IT support knowledge, and be...
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