Team Lead Customer Service

We are looking for you as a committed and motivated executive. 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, digitized ICT future and this in an environment in which people work for people. What awaits you <br /> • Operative, 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 solution 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. • Collaboration in projects (e.g. automation / digitalization) <br /> What you bring with you <br /> • 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 connections • Passion for process analysis, process optimization, and automation • Analytical, structured, and 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 operative and personnel employee leadership <br /> Our offer <br /> • 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 scope for design <br /> Questions about the position? Further information will be gladly provided by Richard Kummer Head of Customer & Support +41 31 664 21 73