IT Service Desk Team Lead Specialist
5 days ago
**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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