Shift lead within Plan & Operate,IT Service Desk

The IKEA IT Delivery Helpdesk provides IT Support to all IKEA co-workers globally in cooperation with the Country IT co-workers. Helpdesk has around 250 co-workers divided into 9 locations in four time zones. Currently we work and are organized in "business functions", i.e. Retail/ Supporting/ Range & Supply. This is now about to change and early January 2015, we started to implement a new organization to better meet the increasing demands from IKEA for IT Support. From 1st of June, Helpdesk will have a unit called "Plan and Operate". This is the unit that will secure daily operations and responsible of staff planning based on the support need.

Come be yourself with us

Shift lead within Plan & Operate, IT Service Desk

Would you like to be part of a global team that works to ensure the best possible support for our user organizations? As Shift lead you do this by alternating between the role as Shift lead and Country Support Responsible. You will work in a changing environment where you sometimes need to make fast operational decisions and other times get the opportunity to reflect and work and on a more tactical level.

We see this assignment as a key role for Service Desk to be able to deliver according to our KPIs. We are looking for you who enjoy working together with people from different cultures and from different parts of IKEA. You will cooperate closely with colleagues from all IKEA Service Desk sites and units as well as with the user organizations.

We want you to be part of unit Plan & Operate within IT Service Desk, to make sure that the daily operations are running smoothly by ensuring that we follow the agreed shift plan or adapt it when necessary. You will also act as escalation point if users are not satisfied with the support provided by the IKEA IT Service Desk. You will identify actions and areas of improvement and also work with feedback to relevant stakeholders when that is needed to improve our performance at Service Desk.

You will work together with the local IT organization in the countries that you are responsible for as well as with the team members of the virtual teams that provide the support to agree on how to develop and improve the support and to have a common understanding of the quality and performance of the given support.

To be successful in this assignment you are able to make fast decisions understanding the global impact. Being structured, derive conclusions and communicate to stakeholders in different ways. You lead in a matrix by creating and maintaining trustful relationships. You are being proactive, goal oriented and service minded and enjoy working together in a diverse and fast moving environment. You have a passion for finding better ways to deliver support with better quality and efficiency.

You will report to the team manager at Plan and Operate. The team of Shift leads will be spread around the word to cover the support needs; you can work from any of the IKEA IT Servicedesk locations (Shanghai, Tejon, Philadelphia, Paris, Wallau, Dortmund, Janki, Älmhult or Helsingborg).

For more information about the position, please contact Unit Manager for Plan and Operate Eta Carlsson +46 (0) 766 190 139. If you have any questions about the recruitment process you are welcome to contact IKEA HR Service Centre 0476-58 75 00.

The selection process will take place continuously, so please send in your application as soon as possible, latest Sunday 3rd of May 2015.