IT Service Desk Lead - Lead AI-Driven, Global Support

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

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.