IT Service Desk Team Lead

2 days ago

Københavns Kommune, Denmark PostNord Full time

Location: Hedegaardsvej 88, 2300 København S

Job Type: Full-time

About Us: PostNord is the leading logistics provider in the Nordics, combining deep regional expertise with a strong global network to support businesses of all sizes. We are looking for a dedicated and experienced IT Service Desk Team Lead to join our dynamic team in Copenhagen.

Job Description: As Team Lead, you will be responsible for overseeing the daily operations of the IT Service Desk team. You will ensure that service requests and incidents are handled efficiently and effectively, and that our users are provided with excellent service and technical support.

Key Responsibilities:

Lead and Manage the IT Service Desk Team:

  • Provide guidance, support, and daily operational leadership.
  • Support and mentor agents, ensuring their tasks and priorities are clear.
  • Conduct regular performance reviews and provide feedback to team members.
  • Ensure a good culture and work environment within the team.

Service Request and Incident Management:

  • Monitor and support the team to prioritize service requests and incidents to ensure timely resolution.
  • Ensure detailed and accurate documentation.
  • Handle escalations related to specific services or vendors.

Process Improvement and Compliance:

  • Develop and implement processes and procedures to improve service delivery.
  • Ensure compliance with company policies and processes.

Collaboration and Stakeholder Management:

  • Collaborate with other teams to resolve complex technical issues.
  • Participate in meetings with stakeholders within Group Function IT, from the business, and important vendors.
  • Act as a gatekeeper for IT Service Desk towards stakeholders to ensure new tasks and additional scope are handled correctly.

Resource Planning and Staffing:

  • Participate in staffing activities, including recruitment and onboarding.
  • Ensure the right number of resources at any given time according to an agreed schedule.

We offer you:

  • A full-time position
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and supportive work environment.
  • Flexible working hours.

Start date: As soon as possible

Interviews are held continuously

Apply

We look forward to receive your application If you have any questions, you are welcome to contact Susan Frimodt, Manager of IT Service Desk ( ).

Qualifications:

  • Fluent in English (both speaking and writing); proficiency in Danish and/or Swedish is a plus.
  • Bachelor’s degree in information technology or a related field.
  • Minimum of 7 years of qualified work experience, including at least 5 years in IT support and 2 years in a leadership role.
  • Strong knowledge of IT service management frameworks (e.g., ITIL).
  • Excellent communication and interpersonal skills, with the ability to mentor and lead others.
  • Experience working in an IT Service Desk, including international and outsourced IT organizations.
  • Strong problem-solving, decision-making, and analytical skills.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Experience with statistics, performance measurements, and KPIs.
  • Solution-oriented, with a strong sense of responsibility and service-minded approach.
  • Good holistic understanding and ability to lead changes effectively.
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