Team Leader Customer Service

Bern, 100 %

We are looking for you, as a committed and motivated leader. To be able to support our proven medical staff and our specialized and passionate nursing staff with innovative and professional ICT, we need you. As a "hub", you will ensure optimal customer satisfaction and convince with your expertise. Join us into an enormously interesting, digitalized ICT future and this in an environment in which people work for people.

What awaits you ##

• Operational, personnel, technical and financial management and leadership of the Customer Service team
• Ensuring 1st and 2nd level support according to ITIL
• Responsible for the triage and resolution of tickets as well as quality assurance in the required environment
• Responsibility in the area of user management in the field of Identity & Access Management (Accounts / Permissions)
• Employee planning and ensuring the IT on-call service (Pikett)
• Responsible for escalation and complaint management towards the core business / medical areas
• Implementation of continuous improvement processes (KVPs) in the customer center.
• Participation in projects (e.g. automation / digitalization)

What you bring with you ##

• At least 3 years of professional experience in a comparable function
• Sound knowledge in Identity & Access Management as well as in Incident, Request and Demand Management (ITIL 3.0)
• Very good user knowledge in the backend of the ITSM suite ServiceNow
• Understanding of business processes and technical contexts
• Passion for process analysis, process optimization and automation
• Analytical, structured as well as solution-oriented way of working
• Strong communication skills as well as high service and customer orientation
• Very good German and English skills as well as experience in operational and personnel employee leadership

Our offer ##

• Motivated and committed team
• Exciting and complex service and application landscape
• Attractive employment conditions
• Flexible working hours
• Modern workplace
• High degree of independence and personal responsibility
• Versatile and varied activity with room for design

Job information ##

Location Insel Gruppe

Organization

Direktion Technologie und Innovation

Workload

100 %

Entry

immediately or by arrangement

Reference number

19377

Contract type

unlimited

Workplace

Inselspital, Freiburgstrasse
CH-3010 Bern, Switzerland