Service Desk Team Lead & Coach - Hybrid Malmö

Verisure; Malmö kommun; Hybrid; SEK 500,000 - 700,000; Full time

Job summary

Verisure Innovation in Malmö is seeking a Service Desk Team Coordinator to guide daily operations, coach colleagues, and ensure high-quality IT services across our international organization.

The role focuses on coordinating incidents, requests, and planning activities, while fostering collaboration with Service Desk Manager and colleagues across countries. This leadership position emphasizes enabling others, maintaining calm under pressure, and driving continuous improvement.

Qualifications

• Experience in IT Service Desk or IT service delivery.
• Experience coordinating operational activities.
• Strong understanding of incident management and SLAs.
• Ability to prioritize in a fast-paced environment.
• Strong communication and coaching skills.
• Structured, solution-oriented mindset.
• Interest in developing people and leadership.
• Fluent in English (written and spoken).

Responsibilities

• Coordinate and prioritize daily Service Desk activities.
• Coach and guide team members on service delivery.
• Escalation point to support resolution of challenges.
• Monitor performance, workloads and service levels.
• Identify improvements to workflows and collaboration.
• Support capacity planning and resource coordination.
• Collaborate with stakeholders across countries.
• Promote knowledge sharing and customer-focused culture.

Skills

IT service desk

Team coordination

Incident management

Service requests

Escalations

Communication

Coaching

Leadership

English fluency

Tools

ITIL

Job description

Verisure Innovation in Malmö is seeking a Service Desk Team Coordinator to guide daily operations, coach colleagues, and ensure high-quality IT services across our international organization.

The role focuses on coordinating incidents, requests, and planning activities, while fostering collaboration with Service Desk Manager and colleagues across countries. This leadership position emphasizes enabling others, maintaining calm under pressure, and driving continuous improvement.