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PostNord IT Service Desk Management Position

2 weeks ago

Copenhagen, Copenhagen, Denmark PostNord Full time

**Job Description:**

We are seeking an experienced IT Service Desk Team Lead to join our dynamic team in Copenhagen.

Responsibilities:

  • Team Leadership:
    • Lead and manage the IT Service Desk team to deliver high-quality services to our customers.
    • Provide guidance, support, and daily operational leadership to ensure team success.

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 of all service requests and incidents.
  • 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.

Recruitment and Resource Planning:

  • 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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