IT Service Desk Manager – STÄNGD (Stängd)

We want a new IT Service Desk Manager to check in with us in Stockholm. At the IT/Tech we are on an exciting but challenging journey. We’re on the way to transforming our IT department into something modern. With us, you will be part of a team that creates the next-generation digital customer journey.

We offer a role with a lot of autonomy in a fast-paced, collaborative and friendly environment. If you’re ready to join a company that values your contributions and offers opportunities for growth, apply today and start your new journey with us!

Main activities and responsibilities:

• Managing and leading a team of IT support agents: Ensuring that they are properly trained and equipped.
• Team building activities, foster a positive team culture, and encourage our team members to actively champion knowledge sharing.
• Ensuring service level agreements (SLAs) are met: Response times, resolution times, and customer satisfaction targets.
• Developing and implementing policies and procedures: Establish and enforce policies and procedures that govern how the IT service desk operates
• Monitoring and reporting on service desk performance: Track key performance indicators (KPIs) and metrics and report on them to senior management.
• Providing strategic direction: Work closely with senior management to develop and implement strategies that align with the organization’s business objectives and support the overall IT strategy.
• Building and maintaining relationships with stakeholders: Build and maintain relationships with internal and external stakeholders, including hotels, vendors, and the IT department.
• Budgeting and resource allocation: Manage the IT service desk budget and allocate resources to ensure the service desk is operating efficiently and effectively.
• Keeping up with industry trends: Stay up-to-date with industry trends and best practices in IT service management and leverage this knowledge to continuously improve the IT service desk operations
• Incident Management Skills & Background:
• Experience from working in a technical Service Desk
• Strong leadership skills and proven track record as a leader
• Strong communication skills
• Experienced with continuous delivery
• Experience from modern ways of working/agile
• Fluency in English is required, and fluency in a Scandinavian language would be an added advantage

Start: Omgående
Omfattning: 100%
Längd: 6 månader
Plats: Stockholm