Team Lead, Helpdesk

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

Are you motivated by setting clear direction and priorities? Do you like to continuously develop processes to ensure reliable, high-quality support for our stores and administrative staff? Then you might be the new Team Leader for our IT Helpdesk.

WHAT WE OFFER YOU

Our IT Helpdesk organisation has recently been restructured, with clear ambitions for quality, efficiency and collaboration. As Team Lead 1st Level Support, you will take responsibility for an experienced team working in a new setup.

Furthermore, we offer you:

• An opportunity to actively shape a newly aligned organisation, supported by an experienced team
• An international environment with a Scandinavian-inspired corporate culture based on trust, openness and development
• A great opportunity to develop and grow professionally and personally
• a workplace that values work-life balance and employee wellbeing
• A range of internal courses and training sessions for personal and professional development
• A healthy work-life balance as well as a loyal company culture

WHAT YOUR NEXT JOB WILL BE ABOUT

Your tasks and responsibilities in the job include:

• 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 organistion, Retail, internal departments and external partners

WHAT SHOULD YOU BRING

We are looking for a new colleague who has:

• Experience in IT support or a helpdesk environment, or leadership experience in a service- or operations-related environment combined 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

ABOUT US

We believe our employees are key to our success. That is why we strive to offer development and possibilities of growing and finding new challenges within JYSK. Since our founder, Lars Larsen, opened his first store in Denmark in 1979, JYSK has expanded our global presence with stores and web shops in countries around the world.

Our three fundamental JYSK Values – Tradesman, Colleague and Corporate Spirit – express the behaviour and attitude that we can expect from each other. We trust each other, and we believe in Empowerment and freedom with responsibility. We also take pride in rewarding engagement and a great effort among our employees. With the right attitude, opportunities abound in JYSK.

JYSK wants to include everyone, no matter the age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and experience. Together, we secure our inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. Because a great mix of minds, talents and unique personalities makes us a stronger team.