As Head of It Support at our office in Copenhagen you work closely not only with your team and team members but with your “customers” - the it users in Sweco. Your team is based in Copenhagen and Silkeborg but the users your team supports are located at all our offices in Denmark.
You will become part of a multicultural environment with a management team consisting of managers from 8 countries, and you refer to Niklas Malmgren, Global Head of It Support in Stockholm. The position therefore requires that you on a regular basis travel to Sweco offices all over Denmark, and on a quarterly basis visit Sweco’s main office in Stockholm.
Working locally as part of an international team
Our Global It Support Management Team is responsible for all the It Support within the Sweco Group. The team consists of 10 managers across 8 countries with different backgrounds from the it industry - all highly skilled with a strong mission to support our users. Key task for the management team is to run an efficient support organization, continuously develop the local teams and team members, improve the operation, identify and implement cross boarder synergies and best practices – and as Head of It Support in Denmark this will be your objective as well.
Responsibilities include planning and running the daily operation supporting users through our ServiceDesk and On-Site-support making sure that users receive timely and effective technical support. The team provides technical support to employees on software, computers and other hardware. This includes, but may not be limited to, installing, configuring and troubleshooting desk-/laptop computers, tablets and phones. Part of this work is also reviewing internal customer service survey feedback on a regular basis to continually improve the ServiceDesk, tools and the users' support experience.
Your team consists of five skilled and dedicated It ServiceDesk consultants and two students that support the team on day to day tasks. Since the team is small this job is a great mix between management, long term planning and execution, and hands on operation supporting users when needed.
Furthermore, you ensure cost-effectiveness and competitiveness, oversee the planned budget and follow up on KPIs. You work with relevant stakeholders and the team members to carefully plan, design and deploy improvements to service quality, productivity, and processes (ITIL), so you and your team continue to deliver a top-notch support experience to our users.
Customer focus is important to you
Your educational background is not the most important to us, but you have experience as team manager and a background within it support and/or service. You have hands on experience and excellent customer service skills (e.g. from a contact center or face-2-face environment). You are loaded with knowledge regarding applications, PC, Microsoft Office, server/network etc. and experience with change management is also an advantage - but not a prerequisite.
You know how to lead and motivate your team and keep them engaged, especially at times where time is short, and tasks are many. As you will be part of an international work environment your English skills are of course good, and your service level outstanding. You walk the extra mile when needed, and you are willing to try new ways of doing things although it might not be the easiest way.
Sweco – the most approachable and committed partner with recognized expertise
At Sweco there is no distant future. We design it right now, ensuring that everything we need in society - from clean water and warm homes to efficient transportation and modern hospitals - becomes a natural part of tomorrow. Success requires a close collaboration with our customers and a deep understanding of their needs. We guide our customers on challenging projects daily and committed employees are the core of our business. Professional development at Sweco is not optional – it is a requirement.
KontaktinformationIf you would like to know more about the position or working at Sweco please contact Niklas Malmgren at firstname.lastname@example.org or +46 722 053 444. Use the link to send us your resume and application electronically – the deadline is November 2nd 2018. Please note that both resume and application need to be in English.
Sweco plans and designs the communities and cities of the future. Our work produces sustainable buildings, efficient infrastructure and access to electricity and clean water. With 14,500 employees in Europe, we offer our customers the right expertise for every situation. We carry out projects in 70 countries annually throughout the world. Sweco is the leading engineering and architecture consultancy in Europe, with sales of approximately SEK 16.0 billion (EUR 1.7 billion) (pro forma 2015). The company is listed on Nasdaq Stockholm.