Service Desk Team Leader

Are you our new Service Desk Team Leader? Do you want to help elevate our service desk to the next level? Are you passionate about people, technology, and development? We are looking for someone who wishes to combine operational IT expertise with leadership, creating structure, quality, and joy in the everyday work of the service desk. Here, you will have the opportunity to drive improvement initiatives and be a present leader who supports, inspires, and makes things happen. As the Service Desk Team Leader, you will be part of a wonderful and dedicated team that is committed to providing the best possible support. You will contribute to creating structure, clarity, and good conditions for the team to succeed. In this role, you will be responsible for coordinating daily operations, assisting in prioritizing and following up on cases, and ensuring that the team works efficiently and in alignment with our shared goals. With a variety of meaningful tasks, your days will be filled with: - Coordinating daily work in the service desk and distributing tasks to ensure an efficient flow. - Managing escalations and supporting the team in prioritization and decision-making. - Monitoring quality and SLAs – analyzing statistics, reports, and identifying areas for improvement. - Driving improvement work and implementing measures that enhance quality, customer satisfaction, and efficiency. - Promoting collaboration with the business, other IT functions, and external vendors. - Ensuring compliance with ITIL processes and contributing to their development. - Supporting the team operationally and in terms of competence – participating in service desk operations, coaching colleagues, and contributing to a positive work environment. - Acting in roles such as Incident Manager, Knowledge Manager, and SLA Manager. Together, we create a top-class service desk – quick, precise, and user-focused! Are you the one we are looking for? We are seeking an engaged leader who enjoys supporting their team and driving work forward. You are structured and organized, with the ability to create order and focus in a daily environment where much is happening. You take initiative and responsibility, communicate clearly, and build good relationships. With your strong sense of service, you want to make a difference and contribute! Experience you bring and share with us: - A degree in a relevant field or equivalent experience that can be assessed as such. - Experience in a service desk and ITIL processes. - Strong proficiency in the Swedish language, both written and spoken. Leadership experience is considered an advantage. If you have training in ITIL, leadership, and/or incident management certification, this is also seen positively. Want to know more? If you are interested in the position and would like more information, please contact the recruiting manager Linn Kindstedt at 072-533 73 02. Union representatives can provide information: Emmelie Linderoth, Unionen, 013-30 86 12; Henrik Kruuse af Verchou, Akademikerföreningen, 013-20 83 56; or Martin Eriksson, SEKO, 013-20 83 06. The recruitment process is managed by Filippa Dahlgren, HR Specialist Recruitment, at 013-30 87 41. Welcome with your application! We work with ongoing selections, so please submit your application as soon as possible, but no later than November 24. The Tekniska verken group conducts socially vital operations, and a security vetting may be carried out in certain recruitment processes. When this is required, we always inform candidates accordingly. As an employee at Tekniska verken, you are an important part of our vision – to build the world’s most resource-efficient region. To succeed, we must dare to think innovatively and develop new, smarter solutions. We are a total of about 1000 employees who thrive in a light-hearted corporate culture characterized by our core values: driving, positive, and credible. Tekniska verken is part of the everyday lives of more than 230,000 private and business customers, providing services that make life simpler. We offer electricity grids, lighting, water, district heating, district cooling, waste management, broadband, biogas, efficient energy solutions, and electricity trading. Our vision is to build the world’s most resource-efficient region, and together with our customers, we are on the right path.