Global Service Desk Lead – ITIL & Incident Expert

NTG | Nordic Transport Group A/S; Hvidovre Kommune; Vor Ort; DKK 900.000 - 1.300.000; Vollzeit

Zusammenfassung

NTG – Nordic Transport Group is hiring a hands-on Team Lead for the Global Service Desk. You will manage the daily operations, lead a multinational team, and ensure service levels are met while guiding the function’s maturity and onboarding of acquired companies.

You will work closely with internal IT teams and external partners to shape scalable, predictable IT support across NTG’s global operations.

Qualifikationen

• Proven experience in IT service desk with ability to resolve issues.
• Experience leading a service desk team with people responsibility.
• Strong governance, change control and multi-country collaboration.

Aufgaben

• Lead the Global Service Desk and daily operations.
• Manage ticket flow, prioritisation, escalations, and SLAs.
• Escalate complex incidents and drive knowledge management.
• Develop knowledge base and standardized support processes.
• Support onboarding of acquired companies into the global model.
• Identify automation opportunities and improve efficiency.
• Monitor service performance and user satisfaction.
• Build reporting and dashboards for visibility.
• Collaborate with internal and external partners.

Kenntnisse

IT service desk

Team leadership

Data-driven

ITIL processes

Stakeholder management

English proficiency

Ausbildung

ITIL 4 Foundation

Tools

ServiceDesk Plus

ITSM platform

Jobbeschreibung

NTG – Nordic Transport Group is hiring a hands-on Team Lead for the Global Service Desk. You will manage the daily operations, lead a multinational team, and ensure service levels are met while guiding the function’s maturity and onboarding of acquired companies.

You will work closely with internal IT teams and external partners to shape scalable, predictable IT support across NTG’s global operations.