Team Lead Onsite Support

Your role

Join our exciting journey and help shape the future of onsite IT support!

We are embarking on an exciting transformation as we bring our local IT support services in-house. This is a unique opportunity to help build a modern, proactive, and business-focused onsite support organization. We're looking for passionate people who are curious, customer-focused, and eager to improve the way we work. If you enjoy innovating, collaborating with great colleagues, and taking action you'll fit right in!

Key Responsibilities and Tasks Team leadership and coordination

• Lead and coordinate the onsite IT support team in daily operations
• Develop and coach team members, fostering their full potential
• Set clear priorities and promote collaborative, customer focused team culture  

Local operations and continuous improvement

• Prioritize incidents, service requests and local support needs and ensure delivered support meets agreed SLAs and service quality
• Monitor queues, backlog, aged tickets, ticket quality and follow-up actions
• Use service desk data and operational insights to identify trends, gaps and improvement opportunities
• Coordinate incidents and local activities requiring local onsite support
• Understand local user needs and secure clear communication and follow-up with end users, suppliers and other Group IT teams
• Follow up security and compliance-related work for infrastructure and assets
• Identify and escalate risks, deviations or missing remediation actions
• Assist in the implementation of regional and global IT solutions and processes
• Coordinate supplier involvement where local services, hardware or support processes require external action
• Drive standardization, documentation and continuous improvement of support processes and service offerings

To succeed, you will need

Knowledge / Educational Requirements

• Relevant IT education or equivalent experience from IT support or IT operations
• Good understanding of ITSM/ITIL, incident management, service request handling, escalation and SLA follow-up
• Broad knowledge of end-user computing, Microsoft 365, endpoint support, asset handling and onsite support processes
• Ability to compile, analyze and present data, queue status, ticket trends and operational KPIs
• Fluent English, spoken and written. Local Nordic language is an advantage depending on stakeholder scope

Experience Requirements

• Over 5 years of experience in a similar position within a large company
• Experience from IT support, onsite support, service desk, IT operations or service delivery
• Experience coordinating work, priorities or daily operations within a support team
• Experience with ticket follow-up, SLA monitoring, incident coordination and stakeholder communication
• Experience working with standardization or continuous improvement activities
• Experience coaching colleagues
• Experience from ITSM tools, ServiceNow is an advantage

Personality Requirements

• Clear and positive leadership style with the ability to create structure and direction in daily operations
• Customer-centric mindset with strong focus on service quality and user experience
• Strong communicator who can align users, stakeholders and specialist teams around practical solutions and adjust communication style and message to different audiences
• Structured and able to prioritize work based on business impact, urgency and capacity
• Committed team player with the ability to follow through and drive actions to completion
• Resilient to change and ability to work in a structured, methodical way and prioritize under pressure based on business impact and urgency

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

Job location

This role requires you to work on-site at our office in Stockholm, Sweden (SE). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

 Talent Acquisition Team: Marie Martensson