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IT Service Desk Team Lead Position

2 weeks ago

Copenhagen, Copenhagen, Denmark PostNord Full time

PostNord is a leading logistics provider in the Nordics, offering a unique blend of regional expertise and global reach. As an IT Service Desk Team Lead at PostNord, you will play a vital role in ensuring seamless technical support for our users.

About the Role

This full-time position involves overseeing the daily operations of our IT Service Desk team, ensuring that service requests and incidents are handled efficiently and effectively. You will be responsible for guiding and supporting your team members, mentoring them to ensure their tasks and priorities are clear.

The ideal candidate will have strong knowledge of IT service management frameworks, such as ITIL, and excellent communication and interpersonal skills. Experience working in an IT Service Desk, including international and outsourced IT organizations, is highly valued.

Key Responsibilities
  • Lead and manage the IT Service Desk team, providing guidance and support to ensure smooth day-to-day operations.
  • Monitor and prioritize service requests and incidents to ensure timely resolution, working closely with the team to achieve this goal.
  • Develop and implement processes and procedures to improve service delivery, ensuring compliance with company policies and processes.

As a successful IT Service Desk Team Lead, you will have the opportunity to work collaboratively with other teams to resolve complex technical issues, participating in meetings with stakeholders within Group Function IT, from the business, and important vendors. This role also involves acting as a gatekeeper for the IT Service Desk, ensuring new tasks and additional scope are handled correctly.