IT Service Desk Lead

Tata Consultancy Services; Malmö kommun; On-site; SEK 650,000 - 850,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced IT Service Desk Lead to lead a team delivering high-quality IT support across a dynamic organization. You will drive service management, SLA adherence, and stakeholder communication in a global context.

The role focuses on developing people, optimizing processes, and leveraging AI to improve service delivery. Collaboration with global teams and exposure to modern ITSM practices are key aspects of this position.

Qualifications

• Experience leading or supervising an IT Service Desk or IT Support function.
• Strong background in IT support, service delivery, or IT operations.
• Deep understanding of ITIL-based service management processes (Incident, Request, Problem, Change).
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, TopDesk, or equivalent.

Responsibilities

• Lead and manage day-to-day Service Desk operations and ensure high-quality service delivery.
• Monitor incident, request, and escalation queues to ensure SLA compliance.
• Act as the primary escalation point for complex technical issues.
• Coach, mentor, and develop Service Desk team members.
• Track and report key service metrics like SLA, CSAT, and ops effectiveness.
• Build relationships with stakeholders and communicate performance and improvements.
• Drive continuous service improvement, automation, self-service, and process optimization.
• Maintain knowledge management and operational procedures.
• Drive adoption and infusion of AI technologies to enhance delivery.

Skills

IT leadership

ITIL processes

Stakeholder management

Service Desk operations

AI adoption

Tools

ServiceNow

Jira Service Management

TopDesk

Job description

Experience: 3+ years of relevant IT support and service management experience

Language requirement for position:

• Strong proficiency in Swedish and English language, good communication & Interpersonal skills

Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society.

About the role

Are you passionate about leading teams, improving IT services, and creating outstanding employee experiences? We are looking for an experienced IT Service Desk Lead.

In this role, you will combine leadership, service management, and technical expertise to ensure high-quality IT support services across a dynamic organization. You will lead a team of Service Desk professionals, adoption and infusion of AI technologies to enhance service delivery

, and work closely with business stakeholders and technical teams to continuously improve support operations.

This is an excellent opportunity for someone who enjoys developing people, optimizing processes, and making a visible impact on both end-user satisfaction and operational performance. The role offers collaboration with global teams, exposure to modern IT service management practices, and opportunities to drive meaningful improvements in a business-critical environment.

Key Responsibilities:

• Lead and manage day-to-day Service Desk operations and ensure high-quality service delivery.
• Monitor incident, request, and escalation queues to ensure SLA compliance and efficient workload distribution.
• Act as the primary escalation point for complex technical and service-related issues.
• Coach, mentor, and develop Service Desk team members while fostering a collaborative and customer-focused culture.
• Track and report key service performance metrics, including SLA compliance, customer satisfaction, and operational effectiveness.
• Build strong relationships with stakeholders and communicate service performance, major incidents, and improvement initiatives.
• Drive continuous service improvement, automation, self-service capabilities, and process optimization.
• Maintain and enhance knowledge management practices, documentation, and operational procedures.
• Drive Adoption and Infusion of AI Technologies to enhance service delivery.

Qualifications:

• Relevant experience leading or supervising an IT Service Desk or IT Support function.
• Solid background within IT support, service delivery, or IT operations.
• Strong understanding of ITIL-based service management processes, including Incident, Request, Problem, and Change Management.
• Experience working with ITSM platforms such as ServiceNow, Jira Service Management, TopDesk, or similar tools.
• Experience managing support teams in multi-site, enterprise, or global environments.
• Excellent communication, stakeholder management, and relationship-building skills.
• Strong analytical and problem-solving capabilities.
• Customer-focused mindset with a passion for delivering high-quality support services.
• Fluent in Swedish and English (written and spoken)

What we offer

Collective Agreement with the Union Coverage

Salary Sacrifice Pension Scheme through SPP

Pension Advisory Services through SPP

Skandia Group Insurances

Access to the Benifex Benefits Portal with Exclusive Discounts

Continuous Learning, Training and Development Opportunities

Access to world-class learning platforms

Long-Term Career Growth within a Global Organization

Ready to make an impact?

Join a company where innovation, collaboration and continuous development are part of everyday life!

For questions regarding the position please contact: [e-mail]

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