Team Lead Onsite Support
Your role
Join our exciting journey and help shape the future of onsite IT support!
We are embarking on an exciting transformation as we bring our local IT support services in-house. This is a unique opportunity to help build a modern, proactive, and business-focused onsite support organization. We're looking for passionate people who are curious, customer-focused, and eager to improve the way we work. If you enjoy innovating, collaborating with great colleagues, and taking action you'll fit right in!
Key Responsibilities And Tasks Team Leadership And Coordination
Lead and coordinate the onsite IT support team in daily operationsDevelop and coach team members, fostering their full potentialSet clear priorities and promote collaborative, customer focused team culture
Local operations and continuous improvement
Prioritize incidents, service requests and local support needs and ensure delivered support meets agreed SLAs and service qualityMonitor queues, backlog, aged tickets, ticket quality and follow-up actionsUse service desk data and operational insights to identify trends, gaps and improvement opportunitiesCoordinate incidents and local activities requiring local onsite supportUnderstand local user needs and secure clear communication and follow-up with end users, suppliers and other Group IT teamsFollow up security and compliance-related work for infrastructure and assetsIdentify and escalate risks, deviations or missing remediation actionsAssist in the implementation of regional and global IT solutions and processesCoordinate supplier involvement where local services, hardware or support processes require external actionDrive standardization, documentation and continuous improvement of support processes and service offerings
To succeed, you will need
Knowledge / Educational Requirements
Relevant IT education or equivalent experience from IT support or IT operationsGood understanding of ITSM/ITIL, incident management, service request handling, escalation and SLA follow-upBroad knowledge of end-user computing, Microsoft 365, endpoint support, asset handling and onsite support processesAbility to compile, analyze and present data, queue status, ticket trends and operational KPIsFluent English, spoken and written. Local Nordic language is an advantage depending on stakeholder scope
Experience Requirements
Over 5 years of experience in a similar position within a large companyExperience from IT support, onsite support, service desk, IT operations or service deliveryExperience coordinating work, priorities or daily operations within a support teamExperience with ticket follow-up, SLA monitoring, incident coordination and stakeholder communicationExperience working with standardization or continuous improvement activitiesExperience coaching colleaguesExperience from ITSM tools, ServiceNow is an advantage
Personality Requirements
Clear and positive leadership style with the ability to create structure and direction in daily operationsCustomer-centric mindset with strong focus on service quality and user experienceStrong communicator who can align users, stakeholders and specialist teams around practical solutions and adjust communication style and message to different audiencesStructured and able to prioritize work based on business impact, urgency and capacityCommitted team player with the ability to follow through and drive actions to completionResilient to change and ability to work in a structured, methodical way and prioritize under pressure based on business impact and urgency
In return, we offer
Culture of trust and accountabilityLifelong learning and career growthInnovation powered by peopleComprehensive compensation and benefitsHealth and well-being
Job location
Job location
This role requires you to work on-site at our office in Stockholm, Sweden (SE). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Contact information
Talent Acquisition Team: Marie Martensson
Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.