IT Helpdesk Team Lead, 1st Level Support

JYSK; Denmark; On-site; DKK 550,000 - 650,000; Full time

Benefits offered by this job

Shape newly aligned organisation

International environment

Professional development

Work-life balance

Internal courses

Loyal company culture

Job summary

JYSK is seeking a Team Leader for its IT Helpdesk to guide a three-person 1st Level Support team and ensure high-quality service. You will manage ticketing and calls, coordinate major incidents, and continuously optimise processes in a collaborative, Scandinavian-inspired culture.

As part of a diverse international environment, you will coach the team, develop skills, and work with Retail and internal partners to maintain reliable support for stores and staff.

Qualifications

• Experience in IT support or a helpdesk environment, or leadership experience in a service- or operations-related environment with a strong technical attitude.
• Vocational training or a comparable technical qualification gained through practical experience.
• Good knowledge of Microsoft 365, Windows, networking, and helpdesk hardware and software.
• Good English skills, as you will work regularly with international colleagues.
• Flexibility to work within our support hours, Monday to Friday from 08:00 to 17:00, with occasional Saturdays.

Responsibilities

• Provide professional and disciplinary leadership to the three-person 1st Level Support team.
• Manage ticket and phone call handling effectively and ensure optimum service quality.
• Take responsibility for coordinating major incidents, including escalation and communication.
• Continuously optimise processes.
• Develop the team through coaching, training and knowledge building.
• Collaborate closely with the entire Helpdesk organisation, Retail, internal departments and external partners.

Job description

JYSK is seeking a Team Leader for its IT Helpdesk to guide a three-person 1st Level Support team and ensure high-quality service. You will manage ticketing and calls, coordinate major incidents, and continuously optimise processes in a collaborative, Scandinavian-inspired culture.

As part of a diverse international environment, you will coach the team, develop skills, and work with Retail and internal partners to maintain reliable support for stores and staff.