Team Lead - IT, Stockholm

About the assignment:

- Location: Stockholm

- Duration: 6 months

- Start: TBD

-
Apply: as soon as possible

- Extent: 100%

- Please note that the mandatory requirements have to be met in full for us to present your profile to our Customer.

Description

Lead daily operations in IT Service Desk and be part of driving transformational activities in close collaboration with other team members to improve efficiency, effectiveness, and quality.

Ensure the team is working towards common goal and objectives.

Main tasks/responsibilities:

- Lead the two Service Desk teams on a daily basis with an operational focus.

- Support and mentor agents in their daily job, secure that their tasks and priorities are clear.

- Drive continuous improvements, e.g. based on KPIs.

- Participate in staffing, e.g. through recruitment and onboarding.

- Handling people-related issues in the team and ensure good culture and work environment in the team.

- Collaborate and participate in meetings with stakeholders within Group Function IT, from the business and important vendors.

- Acting as a gate keeper for IT Service Desk towards stakeholders, to ensure that new tasks and additional scope are handled in a correct way and according to IT Service Desk requirements.

- Support Service Desk agents in their daily job, including coaching of Service Desk agents and giving feedback.

- Resource planning, e.g. ensuring right amount of resources at any given time according to an agreed schedule.

- Handling escalations e.g. of issues related to specific services or vendors.

- Participate in meetings with vendors when needed.

Mandatory competence and experience:

- At least 7 years’ experience of qualified work.

- Experience from working in an IT Service Desk.

- Experience in leading others and leading change.

- Experience form working in international and outsourced IT organization(s).

- Experience of working with statistics/performance measurements/KPIs.

- ITIL4 Foundation certification is a minimum requirement.

Preferred competence and experience:

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Solution-oriented, strong sense of responsibility and service minded.

- Fluent in English and Swedish, both spoken and written.

- Proven ability to independently capture and share information through formal written documentation in English and Swedish.

- Very good people skills.

- Good analytical skills and good holistic understanding.

- Excellent communication and mentoring skills.

- Have the right mind-set and willingness to be part of driving transformation towards a modern IT Service Desk fit for a lean-agile organization.



How to proceed with the process

- Apply for the assignment through this ad.

- State your preferred hourly rate in the application.

- Upload your CV in word format.

- We will revert to you if we need further information or clarification regarding your application.

- The Customer usually reverts to us within 10 working days from the last application date. We aim to get back to you promptly with any new information regarding your application or the assignment. If you have not received any information from us within this time frame, please contact us through our platform.

You will be informed about the Customer should you be called for an interview.

About Shaya Solutions

Stockholm-based consultancy and competence firm with a focus on IT, Management and Technology.

We focus on customer/consultant satisfaction and quality in our services offered throughout Sweden.

Our core values are Humility, Perseverance and Flexibility.

Please do not hesitate to contact us if you have any questions.

We politely decline all contact from ad vendors. Many thanks!