IT Service Desk Team Lead Specialist

5 days ago


Copenhagen, Copenhagen, Denmark PostNord Full time

**About PostNord**

We are the leading logistics provider in the Nordics, combining deep regional expertise with a strong global network to support businesses of all sizes.

In our dynamic team in Copenhagen, we are looking for a dedicated and experienced IT Service Desk Team Lead to join us.

**Job 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.


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