ICT Service Desk Team Leader 80% ou 100% — Hirslanden Klinik

Full description

Location: Hirslanden Corporate Office According to agreement Type of employment: Permanent

Reference Number: 73787

As Switzerland's largest medical network, we set standards with our clinics, outpatient surgery centres and emergency services. The primary medical quality and well-being of the individual are at the centre of our concerns.

MAIN ACTIVITY OF THE POST

As the ICT Service Desk Team Leader for the Cliniques des Grangettes et de La Colline, you are responsible for the smooth functioning of local ICT support and the quality of services provided to users.

You supervise a team of 5 ICT technicians, organize daily activities, set priorities and ensure compliance with ICT processes and standards.

In a demanding clinical environment, where business continuity and responsiveness are essential, you know how to keep a clear vision of priorities, make decisions and mobilize the team as pressure increases.

You are a local manager with a strong technical expertise. You lead the team by example and remain able to intervene directly in incident resolution, technical diagnosis or periods of high activity when the situation so requires.

In close collaboration with the ICT Business Partner Geneva, you are its main operational relay for RUN activities. You ensure the day-to-day management of local ICT operations to enable the Business Partner to focus primarily on transformation activities, projects and changing business needs.

This combines leadership, operational responsibility, discipline, service orientation and strong technical skills.

MAIN TASKS

Leadership & Operational Management

• To supervise and develop a team of 5 ICT technicians, organizing roles, priorities and resources.
• Pilot the daily activity of the Service Desk based on clinical volumes, incidents and priorities.
• Develop a culture of responsibility, collaboration and continuous improvement.
• To be present in the field and to support operational activities where necessary.

Service Desk Management & Governance

• Manage incidents, requests, calls and backlogs, ensuring effective qualification, prioritization, allocation and closure of tickets.
• Monitor performance indicators and implement necessary improvement actions.
• Anticipate peak activity and adapt resources and priorities.
• Ensure the application of Service Management processes and standards.

Incident Management & Business Continuity

• Ensure timely and structured management of clinical impact incidents, including emergency assessment and appropriate escalation.
• Coordinate local and central teams until service is restored.
• Ensure clear communication with users and stakeholders.
• Participate in the diagnosis and resolution of complex incidents and the picket device as required.

Technical support & local expertise

• Be the senior technical reference of the Service Desk and provide level 1 and level 2 support.
• Provide expertise in workstations, hardware, networking, peripherals, operating systems and Microsoft environment.
• Support the team in resolving complex incidents and ensure effective escalation to specialized teams.
• Manage local ICT equipment and contribute to their life cycle.

Quality of service & process

• Ensure application of ICT processes and Service Management standards.
• Harmonize practices and maintain a consistent quality of service.
• Identify recurring problems and implement necessary improvement actions.
• Ensure quality documentation and knowledge sharing.

Coordination & collaboration

• Ensure coordination between the Local Desk Service, ICT Business Partner and central ICT teams.
• Collaborate with Network, Workplace, Infrastructure, Applications and other specialized teams.
• Anticipate needs related to exceptional projects, moves, service openings and activities.
• Participate in the preparation and coordination of the transition to use of new solutions.

TRAINING REQUIRED

• Computer training or equivalent work experience.
• Several years of experience in ICT support and IT operations.
• Experience in managing or coordinating a technical team.
• Strong hands-on technical skills in networking, hardware, workstations and operating systems.
• Good control of Microsoft Workplace environments.
• Ability to independently diagnose complex technical incidents.
• Good understanding of enterprise ICT infrastructures and their different technical layers.
• Experience with ITSM / ticketing tools and good knowledge of Incident Management and Request Management processes.
• An important benefit is experience in a hospital, clinical or continuity environment.

Leadership & Soft skills

• Natural leadership and ability to mobilize the team by example.
• Responsibility and direction results.
• Ability to decide and prioritize quickly.
• Good stress resistance and ability to remain structured in critical situations.
• A rigorous, organized and process-oriented approach.
• Ability to structure and bring discipline in a complex and responsive environment.
• Practical, proactive and problem-oriented mindset.
• Ability to reconcile quality of service, operational requirements and process compliance.
• Clear and constructive communication with users, team and specialized teams.
• Very good command of French and English in oral and written terms.
• Knowledge of German is an advantage.

In addition to an attractive workstation, you will integrate a dynamic team that is looking forward to welcoming you into a human-sized structure.

You will benefit from attractive conditions of employment with, among other things, opportunities for continuing training and development throughout your career with us, as well as social benefits and other interesting benefits.

For an optimal balance between work and private life, we offer our employees various contractual models, including part-time and FLEXible contracts. There is also the possibility to enjoy up to 7 weeks of holiday thanks to our offer "Congé-Plus".

YOUR CANDIDATURE

The Human Resources Directorate is pleased to receive your complete application (CV, cover letter, diplomas and work certificates).

Please note that for reasons of data protection, we cannot consider paper files (which will not be returned) or applications sent by e-mail. Therefore, please apply exclusively online via our recruitment site.

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