Global Service Desk Team Lead

Ready to lead a high-performing international IT support team and drive service excellence across borders? At Abacus Medicine Group, you'll help shape a unified, customer-focused service desk that supports employees worldwide. If you're passionate about leadership and continuous improvement, this role could be a great fit.
Drive Meaningful Change

As Global IT Service Desk Team Lead, you'll be responsible for managing and evolving a global first-line IT support function. You'll lead a distributed team across Denmark, Hungary, and the Netherlands, ensuring consistent service delivery and a strong "one team" culture.

Your Main Responsibilities Include

• Leading and coaching a team of 1st line IT supporters across multiple locations
• Building a unified global team culture with shared processes and accountability
• Overseeing daily service desk operations and ensuring SLA and KPI targets are met
• Defining and improving ITSM processes using JIRA Service Management
• Promoting self-service, automation, and knowledge management initiatives
• Acting as the primary contact for stakeholders on service desk matters
• Driving continuous improvement and proactive service management
• Supporting the development of future talent through student education programs

Your Profile

You're an experienced IT leader with a passion for service excellence and team development. You know how to lead, coach, and grow distributed teams, and you bring strong problem-solving and incident coordination skills to the table. You communicate effectively across technical and business domains, ensuring clarity and alignment in a global setup. You thrive in balancing operational demands with strategic improvements.

We Imagine The Right Candidate Is Someone With

• 7+ years of experience in IT support, including 3+ years in a leadership role
• Proven success managing multi-site or global service desks
• Strong knowledge of ITIL and ITSM tools (preferably JIRA Service Management), with proficiency in data-driven service management
• Skilled in process standardization and continuous improvement
• Technical troubleshooting across endpoint, network, and O365 environments
• Ability to prioritize and balance workload across operational and strategic activities
• Formal education in IT or equivalent professional experience
• Fluent in English, both verbal and written

Be Part of an International Community of People Who Care

You'll join a team of 13 dedicated IT supporters who provide on-site and remote support to colleagues across the organization. At Abacus Medicine Group, we're committed to growing together.

Here, You'll Experience

• A supportive and inclusive culture across geographies
• Opportunities to shape and improve global IT service delivery
• A workplace that values learning, development, and innovation
• A chance to make a real impact on how we support our people

Interested?

If you want to apply for the position, please follow the link and attach your CV.

Should you have any further questions about the role, then please do not hesitate to contact the hiring manager, Hans Koch, at

Would you like to know more about us?

Follow us on Instagram and LinkedIn and get an insight into everyday life at Abacus Medicine. For job openings, check our Career page.

Moving Healthcare. Moving You.
In Abacus Medicine Group, you'll experience the power of Moving Healthcare. With our change mindset, we're moving the industry and improving healthcare as we broaden access to medicine.

But it's not just about moving healthcare, it's about Moving You. You'll be part of a caring community of more than 1,500 people across the World. With us, you will be valued, empowered, and have a direct impact on driving change. Let's access the future of medicine and make a difference together. Your move.