Team Leader Helpdesk 90-100%

Dosenbach Ochsner & Companies is the leading retail company in the shoe and sports industry in Switzerland, headquartered in Dietikon. With around 400 branches and over 5000 employees, we have made a big name for ourselves. As part of Deichmann SE, we are pleased to share our love for shoes and sports with the world. Our group includes the companies Dosenbach, Ochsner Shoes, OCHSNER SPORT and Snipes. For our 8-member team, we are looking for you as a committed and resilient personality with a strong service and team orientation as Team Leader Helpdesk as of 1 August 2026 or by arrangement. You will take on responsibility, maintain an overview even in hectic situations, and enjoy working in a solution-oriented manner in direct exchange with various contact persons. Do you come from retail and feel that you want to take the next step? Perhaps you do not yet have leadership experience; this is not an obstacle for us. Much more important is your motivation to take on responsibility, to develop yourself, and to make a difference together with your team. We give you the space to find your way into the role, to be allowed to grow, and to contribute your strengths in leadership. Your area of responsibility: • Support of the cash desk helpdesk for branches in Switzerland and international companies as well as operating the telephone switchboard including call forwarding • First point of contact for malfunctions and support requests (cash desk, inventory, WBM, PEP and other applications) as well as processing complex cases • Daily control of call lists and open orders as well as initiation of correction and escalation measures if necessary • Planning, deployment coordination, and leadership of the helpdesk team including shift planning • Analysis of error patterns and creation of monthly statistics on team and branch performance • Coordination of external service providers and technicians (cash desk technology, Swisscom, electricians etc.) as well as monitoring of repair and support deployments • Close cooperation with sales management (Dosenbach, Ochsner Sport, Ochsner Shoes) and the Helpdesk Germany as well as recruitment and induction of new employees Our requirements: • Deployment times: Mon – Sun 07:30 – 22:00, Sunday work usually takes place 1x per month up to 1x every two months • Completed commercial training or training in retail 2–3 years of professional experience in retail; helpdesk experience is an advantage • Confident handling of MS Office as well as high IT affinity and technical understanding • Good to very good German, Italian, and French skills in speaking and writing, other languages are an advantage • Proactive recognition of bottlenecks as well as a structured, solution-oriented way of working • Leadership competence with structured decision-making ability, clear communication, as well as the ability to set priorities correctly even under pressure and to plan and manage teams efficiently • Strong social and communication competence with a cooperative leadership style, conflict resolution skills, as well as enjoyment of interdisciplinary cooperation, training of employees, and constructive feedback With us, PROGRESS is a priority. We offer the possibility for constant professional and personal development. PASSION drives our employees daily. We love the dynamics in retail, have a passion for sports and fashion. With us, great value is placed on open communication and mutual appreciation. Together we are stronger, TEAM SPIRIT is actively lived. Combining work and leisure is WORTH LIVING. You benefit from, among other things, 6 weeks of vacation, flexible working models, home office possibilities, staff discounts, sports opportunities, support for further training, free parking spaces, and meal vouchers. If you feel like taking the next step together with us, we look forward to your application via our online application tool. (Paper dossiers and dossiers from personnel service providers will not be considered)