Lead Group IT Service Desk

Own and continuously enhance End-User Services, including IT Helpdesk, Service Desk, 1st Level Support, and End-User Computing, ensuring reliable and business-focused service delivery. Ensure stable, secure, and efficient IT operations while delivering an outstanding end-user experience through high-quality support services and effective issue resolution. Drive process optimization and automation initiatives to improve service efficiency, reduce costs, and implement scalable support delivery models, including nearshore, offshore, and outsourcing solutions. Define and manage end-user workplace standards, including device lifecycle management, procurement processes, onboarding, and replacement programs in alignment with business and security requirements. Lead, develop, and motivate a high-performing IT support team through recruitment, coaching, training, and performance development while fostering a culture of continuous improvement. Establish and implement policies, procedures, documentation, self-service capabilities, and automation standards to improve operational effectiveness and empower both employees and support teams. Support strategic IT initiatives and business transformation projects, including post-merger integrations, site consolidations, hypercare activities, and change management programs.

Die Komax Gruppe ist Pionierin sowie Markt- und Technologieführerin bei Lösungen für die automatisierte Kabelverarbeitung. Als global tätiges Schweizer Unternehmen entwickeln und produzieren wir Serienmaschinen, kundenspezifische Anlagen, Qualitätssicherungsmodule, Testgeräte, Vernetzungslösungen und Serviceleistungen für verschiedene Industrien. Zur Komax Gruppe gehören über 50 Gesellschaften auf fünf Kontinenten, rund 3500 Mitarbeitende und ein weltweites Vertriebs- und Servicenetz.

• At least 10 years of experience in IT support.

• At least 5 years of experience in a leadership role.

• Strong technical background and experience in the areas of ITSM Standards, IT Helpdesk, 1st Level Support, End-User Services, End-User Computing (EUC) and Modern Workplace.

• Bachelor’s degree in computer science or related field.

• Entrepreneurial and business-minded thinking

• Languages: German and English

• Ability to focus under pressure and strong communication skills.

• Problem-solving skills

• Willingness to travel