Team Lead - Global Help Desk

Company Description


H&M Group is a family of brands and businesses, driven by our desire to democratize fashion and sustainability. Together, we offer fashion, design and services that enable people to be inspired and to express their own personal style, making it easier to live in a more circular way. We want to make a difference by doing good things for people, the planet, and our industry – both now and for the future.
We are growing– and the more we grow, the bigger difference we can make – so we are thrilled to announce an exciting new role at Business Tech.


Job Description


Global Help Desk is the first point of contact for all technical support questions. Our goal is to provide an awesome support experience for colleagues and business’. Within the area we serve both colleagues in offices as well as the stores. This is managed by a mix of in house produced services as well as externally produced services. As a Team Lead (or as we wall it internally; Competence Lead) you are a key player in booth preserving what we have but also in developing our support staff and support business and shape it for the future.
What will you do?
In the role as Team Lead/Competence Lead, some of your daily work includes:
Staff responsibility for people in the GHD Stockholm team
Competence development
On boarding and off boarding of new or leaving staff
Together with other CL’s and Service Owner plan for and ensure the right number of people and competences over time
Performance reviews and dialogue talks

Who are you?
To be successful in this role we believe you are equally passionate about being a leader supporting, coaching and helping your team members grow. You have the ability to keep up with an ever-changing context as well as the ability to understand and connect with people to build mutual understanding and trust. As a person you take responsibility, work proactively and continuously improve. You have a straight forward approach and a direct way of communicating, positive mindset and a “yes we can attitude”
We believe that you have:
General knowledge about hardware and software used by colleagues in offices such as laptops, monitors, Windows, O365, SharePoint and so on
Experience from working in a services desk or call center
Proven track record of successful leadership
General knowledge of tools/technologies used in support such as IVR and resource scheduling
Experience form Service Now as the primary tool for the Helpdesk Agents
ITIL Processes related to Support e.g. Incident, Request and Knowledge

It is also positive if you have:
Understanding of Agile concepts and way of working
Understanding of emerging technologies for service desks like AI/ML and Chatbots
Experience from staff responsibility



Additional information


We are a global value driven company and believe in creating a diverse and inclusive workplace where different perspectives meet, and great ideas evolve. Our colleagues around the world from Shanghai to New York, from Stockholm to Bengaluru (Bangalore), all share our entrepreneurial spirit and open mind. Utilizing everyone's unique competences and perspectives, we build empowered teams where innovation and meaningful impact all over the world is achieved.
We welcome your application regardless of gender, age, gender expressions, sexual orientation, disabilities, religious beliefs, origin, or background.
Practical info
This is a fulltime position with placement in Stockholm. Please apply with your CV as soon as possible, no later then March 25th. If you have any questions about the recruitment, please contact sara.lindstrom@hm.com