Service Desk Team Lead

NTG | Nordic Transport Group A/S; Hvidovre Kommune; Presencial; DKK 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

IT service desk

Team leadership

Data-driven

ITIL processes

Stakeholder management

English proficiency

Educación

ITIL 4 Foundation

Herramientas

ServiceDesk Plus

ITSM platform

Descripción del empleo

Every NTG employee, in every country, depends on our Service Desk. We are looking for a hands-on team lead who will take control of the queue, raise the maturity of the service and make IT support something our users can rely on.

Welcome to NTG Group IT

NTG – Nordic Transport Group is a global logistics company with activities in more than 26 countries built through acquisition. Every new company brings new users, new devices and its own way of getting IT support – and all of them need to land on one service that works.

Our global Service Desk is that service: the single point of contact for IT support for all NTG users across our operating companies and countries.

You will report to the Head of IT Operations and lead the in-house service desk team, with responsibility for both the daily running of the service and the direction it takes. This is a hands-on role: you know the technology, you take your share of tickets, and you step in when a case gets complicated.

About the role

As Team Lead for the Global Service Desk, you will be responsible for both the daily operation and the continued development of our support function.

Your focus will be on creating a Service Desk that is scalable, predictable, and trusted by users across the NTG Group. You will lead the team through day-to-day operations, ensure service levels are met, and act as an escalation point when critical issues arise.

As NTG continues to grow, you will play a key role in maturing the Service Desk organisation, introducing best practices, improving knowledge sharing, and making sure new companies can be integrated efficiently into our global support model.

You will join a growing Global IT organisation and work closely with internal teams, local IT functions, and external partners to shape the future of IT support at NTG.

Your key responsibilities

• Leading and developing the Global Service Desk team and daily operations
• Managing ticket flow, prioritisation, escalations, and service levels
• Acting as an escalation point for complex incidents and major user-impacting issues
• Driving improvements within incident, request, problem, and knowledge management
• Building and maintaining a knowledge base and standardised support processes
• Supporting onboarding of acquired companies into the global support model
• Identifying opportunities for automation and increased efficiency
• Monitoring service performance, user satisfaction, and key operational metrics
• Building reporting and dashboards that provide visibility into service performance
• Collaborating with internal stakeholders, local IT teams, and external support partners

What we are looking for

We care more about judgement and drive than about a checklist. You will probably recognise yourself in most of the following:

• Solid experience from IT service desk and end-user support, with the technical depth to resolve tickets yourself – Microsoft 365, Windows, Entra ID, devices and basic networking
• Experience leading a service desk or support team, formally or as team lead with people responsibility
• At home in an enterprise environment: multiple business units and countries, formal governance and change control, a mixed vendor landscape, and stakeholders who do not report to you
• Practical experience with ITIL-based processes – ITIL 4 Foundation or equivalent
• Experience working with support partners and holding them to agreed service levels; experience of transitioning a service to an outsourcing partner is a plus
• Data-driven: you use ITSM reporting to steer, not just to report
• Service-minded, structured and calm under pressure
• Professional proficiency in English; a Scandinavian language is an advantage, not a requirement

We weigh enterprise experience more heavily than industry background. If you have run IT support at scale in a large organisation, you will recognise our challenges whether or not you have worked in transport and logistics before.

Experience with ServiceDesk Plus or a comparable ITSM platform, and with onboarding acquired companies, is considered an advantage.

Ready to help shape the next chapter of IT support at NTG?

If you're motivated by leading teams, improving services, and creating great support experiences in an international environment, we'd love to hear from you.