Head of Service Desk - Technical Escalations & Problem Management @ ZaWin

We are looking for a Head of Service Desk - Technical Escalations & Problem Management to serve as the final technical escalation point for the Service Desk and plays a strategic part in improving service quality and operational excellence. The focus is on root cause elimination, driving continuous improvement, and elevating the technical capability of the Service Desk team. The position requires close collaboration with the Head of Service Desk Operations & Delivery, as well as Development and Platform teams. While this role carries no direct personnel management responsibilities, it holds full functional and technical leadership within its domain. 

What we are looking for: 

• Fluent in German and English
• Expertise in networking troubleshooting (DNS/DHCP/VPN/Wireshark)
• Solid knowledge of performance and virtualization problem analysis
• Experience in root-cause analysis based on logs, traces, and telemetry
• Know-how of Azure/Entra identity flows and VM hosting concepts
• Strong skills in HW and peripheral devices (such as printer, scanner, pc, laptop, monitor, network switches)
• Expertise in backup solutions (cloud and local server backups)
• Strong experience in IT support, service operations, and technical escalation roles.
• Expertise in troubleshooting complex technical environments and identifying root causes.
• Excellent communication skills with the ability to guide teams and collaborate across departments.
• Proactive, analytical mindset with a focus on quality, stability, and long-term solutions

Good to have  

• SQL Server diagnostic skills, Intune/MDM/Autopilot, PowerShell & automation

How you’ll make an impact at ZaWin
At ZaWin your work transforms the way thousands of dentists lead their practices. You will help them focus on what they most like and signed up for – actual dental work – by building a cloud-driven practice that enables them to lead their company at a mouse click easily.
Don’t you think you can do it? If you love what you do, we’ll prove it to you.

About Us
At Zawin, we’re not just transforming dental operations; we’re shaping the future of an entire industry. As we accelerate digital transformation, our cutting-edge software streamlines processes enhances patient experiences, and boosts profitability through automation and advanced workflow tools. Having been the Swiss market leader for 40 years doesn’t keep us from challenging ourselves – and we thank our competition for having to do so. Our ongoing transformation is not just about reshaping the dental industry; it’s about crafting a workplace where positive values thrive, and employees play a pivotal role in bringing dentistry into the digital age. Join our journey as we lead the development of cloud-based Managed Services, embarking on ambitious projects that redefine the landscape.

The ZaWin Mentality
We aspire to a positive and vibrant attitude towards life and work. Through conscious joy, playful fun, and passionate dedication, we create an inspiring atmosphere for ourselves and offer our customers and external partners an inviting and fulfilling collaboration.
Our corporate culture is characterized by a deeply rooted intrinsic motivation and an insatiable hunger for success and personal growth. We view these values as a source of constant inspiration that fuels our inner passion and creates an infectious dynamism for innovation and
excellent services.
Curiosity and the willingness to discover new things are the heartbeat of our unconventional approach. Our open attitude towards innovations creates an inspiring atmosphere where we embrace the unconventional as a source of creative solutions.
Trust, reliability, and empathy form the core of our relationships. These values are not just guiding principles but an inspiring commitment to honesty, openness, and consistent support that propels our team and strengthens us as an organization.

,[Act as the highest escalation level for complex, critical, or unresolved technical issues. , Lead and coordinate detailed root cause analyses (RCA) to eliminate persistent issues. , Ensure sustainable and long-term solutions are implemented to prevent recurrence. , Provide authoritative technical guidance to resolve major incidents and prevent service disruptions. , Work closely with Development, Platform, and Operations & Delivery teams to address recurring problems and improve system stability. , Serve as a technical liaison, ensuring seamless communication and alignment between support and engineering teams. , Drive collaborative efforts to improve platform reliability and service processes. , Lead initiatives to enhance Incident, Problem, and Knowledge Management processes. , Identify gaps, inefficiencies, and improvement opportunities within support workflows. , Ensure service quality, operational stability, and adherence to best practices. , Promote a culture of continuous learning within the Service Desk. , Structure and drive knowledge-sharing activities, documentation efforts, and training programs. ] Requirements: problem solving skills, Networks, Cloud, Workplace, X-ray Systems, SQL Tools: . Additionally: Private healthcare, Flat structure, Small teams, International projects.

Kategorie

support

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