About the job
About Us
At Gramian Consultancy, we pride ourselves on being a premier boutique consultancy that specializes in providing tailored IT professional services and engineering talent solutions. Our deep expertise in engineering and leadership enables us to assist organizations in assembling high-performing teams by connecting them with the right professionals who meet their unique requirements.
About the Role
We are partnering with a distinguished Managed Service Provider (MSP) that offers secure IT outsourcing and cloud transformation services to both public and private data centers, catering to international clients primarily in Switzerland and the Middle East. We are on the lookout for a Service Desk Team Leader who will be responsible for overseeing the daily operations of the service desk and leading a dedicated on-site team in Geneva.
This hands-on leadership role combines people management, operational oversight, and technical acumen. As the technical reference for your team, you will serve as the primary point of coordination between clients and internal delivery teams. This role is essential in upholding service quality, driving operational excellence, and ensuring exceptional customer satisfaction throughout an ongoing organizational transition.
You will report directly to the Service Desk Manager and lead a local team of approximately five individuals.
Working Model: Hybrid (3 days in the office per week)
Office Location: Geneva, Switzerland
Contract Type: Permanent
Note: Candidates must hold an EU passport; residency permits are not accepted.
Interview Process: Introductory call followed by three client interviews, including a technical test and on-site interviews.
Language Proficiency: Fluent in both French and English.
Key Responsibilities
- Lead and manage the everyday operations of the Service Desk team.
- Act as the technical escalation point and subject matter expert.
- Facilitate effective communication between clients and internal technical teams.
- Ensure adherence to Service Level Agreements (SLAs), timely incident resolution, and maintenance of service quality standards.
- Foster team development through coaching, feedback, and performance management.
- Contribute to initiatives that enhance processes and operational efficiency.
- Engage in reporting activities (weekly, monthly, quarterly as necessary).
- Assist with transition activities and evolving team responsibilities.
Qualifications
- At least 5 years of proven experience in leadership roles within Service Desk or IT Support environments.
- Comprehensive understanding of IT support processes, tools, and operational best practices.
- Strong capability in people management and team coordination.
- Exceptional communication skills for both client-facing and internal interactions.
- Ability to thrive in fast-paced production settings.
- A CFC (Swiss Federal Certificate of Capacity) or equivalent IT education is preferred.

