1st Line Support Team Leader

As a 1st Line Support Team Leader, your role is to lead and coach the First Line Support team to ensure alignment with departmental goals, while also taking an active role in First Line operational support.
In this role, you will oversee the daily operations of the IT Support team, ensuring that the company’s systems, networks, and software operate smoothly and effectively. You will provide technical guidance and support, manage the team, and coordinate with other departments to meet technology-related needs. You will continuously review and improve support processes and standard operating procedures (SOPs), and participate in the ongoing evaluation of selected products, software, and solutions to meet functional and budgetary objectives. In addition, you will collaborate closely with dispatchers and service management to ensure compliance with agreed service level agreements (SLAs).
Responsibilities:

• Lead and manage the 1st Line Support team to ensure efficient and high-quality technical support services
• Ensure effective monitoring of system and network performance, identifying issues and implementing appropriate solutions
• Take responsibility for asset management within relevant areas (e.g. physical PCs, mobile devices, virtual clients, etc.)
• Manage end-user and client licenses (e.g. Windows 365, Cisco, and related solutions)
• Develop and implement IT support processes and standard operating procedures
• Ensure that 1st Line Support team members are properly trained and knowledgeable within their areas of responsibility
• Coordinate with IT Operations teams and HQ teams to understand changes and ensure these are covered within the provided support
•  Ensure adherence to corporate policies and guidelines
•  Conduct regular team meetings, provide feedback, and support the continuous development of team members
• Manage IT support projects and ensure they are completed within agreed timelines
• Prepare and present reports on the performance and activities of the IT Support team
   

Competencies & skills:

• Leadership and team building skills
• Performance metrics
• Cross-functional collaboration
• Windows 11
• Office 365
• Active Directory users and computers
• VDI implementations
• Microsoft IT environments

Personal characteristics:

• Strong Leadership skills
• Strong customer service orientation
• Strong communicative capability in English and one of the Nordic languages is an absolute requirement
• Experience working in a team-oriented, collaborative environment
• Keen attention to detail
• Proven analytical and problem-solving abilities.
• Ability to work in stressed situations handling multiple tasks at the same time.
• Ability to work with remote colleagues
• Knowledge-seeking and eager to learn new things

Experience:

• Over 5 years experience in leading line of business teams
• Over 3 years experience in operational IT support
• Over 2 years experience in managing operations of IAM flows

Proven ability in following areas:

• Improve SLA compliance and reduce backlog aging
• Enforcing local employment rules and corporate policy
• Experience in implementing and enforcing standardized processes across at least 3 countries

Education:

• High school diploma or work experience considered to be equivalent
• Relevant certifications (minimum one): ITIL Foundation, PMP or equivalent

Desirable:

• Microsoft certifications
• Agile certifications
• Relevant leadership certifications

We offer

• An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
• A corporate culture that is professional, yet informal, customer and value driven
• Highly competent and dedicated co-workers with strong collaboration across the Nordics
• A high level of diversity and multi-cultural working atmosphere
• A strong focus on learning and development
•  Multiple sports and social events

Are you interested?
If you have the right profile, will and enthusiasm, please send your application and CV via the link. You are welcome to contact Erik Källgren if you have any questions about the position.

Additional information
We perform background checks on all relevant candidates. For positions that require authorization and/or confirmation of suitability, a police certificate of good conduct and credit check must be presented. Background check is carried out with prior consent from the candidate.