IT support Team Lead

We are looking for a Team leader within IT-support to one of our customers.


Act as first point of contact for any IT requests registered in Jira ticketing system.
Develop help documents, solutions, procedure and FAQ for end users in Jira.
Generate reports based on service level agreements.
Increase customer satisfaction by analyzing the open tickets.



Responsibilities
Select and assign the tickets to the appropriate IT support staff member based on role and.
Assist in providing first level support to end users.
Continuously follow up and reconcile matters with service partners and other internal stakeholders.
Ensure internal communication in ongoing cases
Initiate end user contact, escalate to appropriate parties and resolve incidents
Ensure all service desk calls are correctly logged and documented in ticketing system.
Be a clear and coaching team leader for 3-4 junior IT support technicians



Technical environments
Office desktop packages and Office365 cloud services
M365 Cloud environment, Azure AD, Intune, Autopilot
Jira



Competence requirements
Minimum 3 years’ experience helpdesk support and knowledge of advanced computer hardware including mobile devices and virtual environments.
High knowledge of Microsoft operating system.
High knowledge of Office desktop packages and Office365 cloud services, i.e. Teams, Sharepoint etc.
Good knowledge of M365 Cloud environment, Azure AD, Intune, Autopilot and other tools used for workplace and device management in an enterprise context.
Jira or similar system for managing IT helpdesk tickets and knowledge base.
Experienced as a Team Leader or Leader
Fluent in Swedish and professional level in English



Desired competences
Linux and MacOS is a plus



Personal attributes
Strong interpersonal skills and ability to work in a team or independently with a focus on listening and questioning skills.
Good time management skills and oral and written communication skills.
Service oriented

Start - ASAP
End - 31 December 2022