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Service Desk Team Leader

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About Us

Gramian Consultancy is a boutique consultancy specializing in IT professional services and engineering talent solutions. With a strong background in engineering and leadership, we help companies build high-performing teams by matching them with professionals who truly fit their needs.

About the role

Our client is a Managed Service Provider (MSP) delivering secure IT outsourcing and cloud transformation services across public and private data centers, supporting international clients from Switzerland and the Middle East.

We are looking for a Service Desk Team Leader to take ownership of day-to-day service desk operations and lead a small on-site team in Geneva.

This is a hands-on leadership position combining people management, operational oversight, and technical expertise. You will act as the technical reference for the team while serving as the main coordination point between clients and internal delivery teams. The role plays a key part in maintaining service quality, driving operational excellence, and ensuring high customer satisfaction during an ongoing organizational transition.

You will report directly to the Service Desk Manager and lead a local team of approximately 5 people.

Working model: HYBRID (3 days/week in office)

Office Location: Geneva, Switzerland

Contract: Permanent

Note: Must be EU passport holder (no residency permit allowed)

Interview Process: Intro Call + 3 client interviews (technical test, onsite interviews)

Language: Fluent French and English

Responsibilities

  • Lead and manage daily operations of the Service Desk team
  • Act as technical escalation point and subject-matter reference
  • Coordinate communication between clients and internal technical teams
  • Ensure SLA adherence, incident resolution, and service quality standards
  • Support team development through coaching, feedback, and performance management
  • Contribute to process improvement and operational efficiency initiatives
  • Participate in reporting (weekly/monthly/quarterly as required)
  • Support transition activities and evolving team responsibilities
Requirements
  • Minimum 5 years of proven experience in Service Desk or IT Support leadership roles
  • Solid understanding of IT support processes, tools, and operational best practices
  • Strong people management and team coordination skills
  • Excellent communication skills in both client-facing and internal contexts
  • Ability to operate in fast-paced, production environments
  • CFC (Swiss Federal Certificate of Capacity) or equivalent IT education
Benefits
  • Annual performance bonus (minimum ~15% of monthly salary)
  • Hybrid working model (2 days remote per week)
  • Gym allowance
  • Yearly fidelity bonus (paid in December)