Head of IT-Support (w/m/d)

Offre d'emploi : Head of IT-Support (w/m/d) -- Andermatt Swiss Alps AG, Andermatt, Altdorf & Homeoffice.

Job start:
per sofort oder nach Vereinbarung
The IT & Digital Transformation department, consisting of 17 employees, is responsible for the technological advancement and operational ICT support of the Andermatt Swiss Alps Group and Andermatt-Sedrun Sport AG. Our IT function is a key enabler of outstanding guest experiences, efficient business processes, and sustainable corporate development.
As Head of IT Support, you will assume overall responsibility for a stable, efficient, and service-oriented IT operation across our Hospitality, Real Estate, and Corporate units. In this key role, you will lead the support team, design processes and standards, and act as the central interface between the business, IT, and external partners.
Your contribution to our success
Leadership + Organisation
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Functional and disciplinary leadership of the IT Support team of 4 people (1st & 2nd level support, coordination of 3rd level)
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Building and continuously developing a service-oriented support culture
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Coaching, development, and performance management of team members
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Resource and capacity planning for internal and external services
Service + Operations
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End-to-end responsibility for ITIL-based support processes (Incident, Service Request, Problem, Change)
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Ensuring compliance with SLAs, OLAs, and KPIs
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Managing external support partners and vendors
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Ensuring stable workplace, application, and core IT services
Processes + Quality
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Designing, documenting, and continuously optimizing support processes
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Further development of ITSM tools (ticketing, self-service portal, knowledge base)
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Introducing structured problem and root-cause management
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Standardization of support services and workplace offerings
Business Interface
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Acting as the central point of contact for business units regarding support and operations topics
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Translating business requirements into sustainable service models
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Collaborating with IT architecture, application owners, security, and project teams
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Managing handover from projects into operations
Reporting + Control
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Establishing transparent service reporting
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Budget and cost control in the support environment
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Deriving optimization measures based on performance metrics
What you bring in
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Completed education or degree in computer science or a comparable qualification
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Several years of experience in IT support / IT operations, including at least 3–5 years in a successful leadership role
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Solid knowledge of ITIL / ITSM frameworks
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Experience in operating modern workplace, infrastructure, and application environments, as well as managing external service providers and SLA management
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Strong leadership personality with assertiveness and empathy
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Structured, process- and solution-oriented working style
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High problem-solving and decision-making ability, pragmatic hands-on mentality, and resilience in demanding situations
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Ability to communicate complex topics clearly and appropriately to different audiences
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Strong service and customer orientation
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Native German speaker and very good English skills, both written and spoken (minimum C1)
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Work location: 4 days per week in Andermatt, 1 day home office or Altdorf possible; during the winter season, full on-site presence in Andermatt is required
This is what you can look forward to
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A team of passionate doers
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Generous support in further training
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Combination of leisure and work
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Modern working time model
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Flat hierarchy with fast decision-making processes
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Numerous discounts and special offers
That is us
Andermatt Swiss Alps AG, based in Andermatt, plans, builds and develops the year-round destination of Andermatt with aparment buildings, hotels and villas in Andermatt Reuss. The Andermatt Swiss Alps Group also owns The Chedi Andermatt and Radisson Blu Reussen hotels, an 18-hole, par 72 championship golf course and the Andermatt Concert Hall. There is a close partnership with Andermatt-Sedrun Sport AG and its majority shareholder Vail Resorts, Inc.
Still have questions?
We are happy to answer them via phone.

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