IT Service Desk Optimization Manager

Join Lindt & Sprüngli as an IT Service Desk Optimization Manager, focusing on efficient service ticket management and performance reporting. Use your analytical skills to boost service desk efficacy.
In this role, you will oversee the assignment and prioritization of IT service tickets, ensuring timely resolutions while collaborating with support teams. The need for strong organizational capabilities and a calm demeanor during high-pressure situations is vital. You will lead efforts to improve accountability and ensure compliance with service level agreements.
Key Responsibilities:
• Supervise incident ticket assignment within IT support
• Facilitate the escalation process for critical tickets
• Maintain strict adherence to service management protocols
• Collaborate with IT teams to enhance ticket resolution
• Develop actionable KPI reports for performance tracking
Requirements:
• Bachelor’s degree in IT or a related field
• Experience with IT service mana...