Team Leader Support/Service Desk (100%)

Your tasks • Leadership and further development of the support team in technical, personnel, and organizational respects including planning, deployment, and promotion of the 9 employees and 3 apprentices • Overall responsibility for Service Desk and Field Services, ensuring stable, efficient support operations as well as high customer satisfaction • Assumption of budget and cost responsibility for the specialist department as well as active co-design in the Operations leadership team • Continuous optimization of processes, management of relevant KPIs, and further development of knowledge management as well as cooperation with interfaces (incl. OLA) • Responsibility for IT workstations, infrastructure (e.g., printers, meeting rooms), as well as transparent communication in case of disruptions and service changes Your profile • University of applied sciences degree at Bachelor level or higher as well as subject-specific and leadership-specific further training • Several years of experience in the ICT support environment (Service Desk, Field Services) as well as good knowledge of service, quality, and operating processes • Profound competencies in ICT Service Operation, quality management, as well as business administration basics and KPI management • Pronounced leadership competence with high communication strength, social competence, and the ability to develop and steer teams effectively • Analytical thinking skills, structured way of working, as well as high independence in dealing with complex issues and change processes Our offer • Attractive employment conditions and good social benefits • Good further training opportunities • Versatile, responsible activity with direct influence on the digital security of public IT infrastructures • Pleasant environment in a committed team • Annual working hours as well as home office after the probationary period Interested? Then we look forward to your application via the application link. For further information, Christian Kampfer, Head of Infrastructure & Service Operations (+41 41 594 53 06), is happy to assist you. Your working environment The Amt für Informatik und Organisation (AIO) is the central provider of IT services for the cantonal administration and the judiciary. As a cross-sectional office, the AIO is responsible for the IT infrastructure of the canton and supports the directorates, the Staatskanzlei, the Obergericht and the Verwaltungsgericht as well as municipalities and state-affiliated enterprises in the use of information and communication technology. With the impulse program «Digital Zug», the AIO ensures the coordinated implementation of the digital strategy of the Canton of Zug. For further information see www.zg.ch/aio. Kanton Zug as an employer Zug is a lovable and livable canton with a strong economy, good educational offerings, wide cultural activities, and beautiful landscapes. The Zug administration is also very popular as an employer. The areas of activity of the seven directorates and around 50 offices are diverse. The Cantonal Administration is one of the largest employers in the canton. It provides services for its inhabitants as well as resident companies, ranging from security to health, environment, and social affairs. Accordingly, the tasks and fields of work of our employees are versatile. Apprentices and interns are also welcome at the Cantonal Administration to gain initial professional experience.