Team Lead Onsite Support

Atlas Copco Airpower N.V.; Stockholms kommun; On-site; SEK 700,000 - 1,000,000; Full time

Benefits offered by this job

Culture of trust and accountability

Lifelong learning and career growth

Innovation powered by people

Comprehensive compensation and health‑

Health and well-being

Job summary

Atlas Copco Group is seeking an experienced onsite IT support leader to oversee a local team in Stockholm, Sweden. You will drive daily operations, coordinate incidents, and push continuous improvements across IT services.

You will ensure strong stakeholder communication, maintain SLA adherence, and foster a customer-focused culture while collaborating with regional and global IT teams.

Qualifications

• Relevant IT education or equivalent experience from IT support or IT operations.
• Good understanding of ITSM/ITIL, incident management, service request handling, escalation and SLA follow-up.
• Broad knowledge of end-user computing, Microsoft 365, endpoint support, asset handling and onsite support processes.
• Ability to compile, analyze and present data, queue status, ticket trends and operational KPIs.
• Fluent English, spoken and written. Local Nordic language is an advantage depending on stakeholder scope.

Responsibilities

• Lead and coordinate the onsite IT support team in daily operations.
• Develop and coach team members, fostering their full potential.
• Set clear priorities and promote collaborative, customer focused team culture.
• Prioritize incidents, service requests and local support needs and ensure delivered support meets SLAs and service quality.
• Monitor queues, backlog, aged tickets, ticket quality and follow-up actions.
• Use service desk data to identify trends, gaps and improvement opportunities.
• Coordinate incidents and local activities requiring onsite support.
• Communicate with end users, suppliers and other Group IT teams.
• Follow up security and compliance-related work for infrastructure and assets.
• Drive standardization, documentation and continuous improvement of support processes.

Skills

Leadership

Customer focus

Communication

ITSM/ITIL

Data analysis

English fluent

Nordic language advantage

Education

IT education or equivalent experience

ITSM/ITIL knowledge

End-user computing / Microsoft 365

Data visualization / KPIs

English fluency

Tools

ServiceNow

Job description

Join our exciting journey and help shape the future of onsite IT support!

We are embarking on an exciting transformation as we bring our local IT support services in-house. This is a unique opportunity to help build a modern, proactive, and business-focused onsite support organization. We're looking for passionate people who are curious, customer-focused, and eager to improve the way we work. If you enjoy innovating, collaborating with great colleagues, and taking action you'll fit right in!

Key Responsibilities and Tasks Team leadership and coordination

• Lead and coordinate the onsite IT support team in daily operations
• Develop and coach team members, fostering their full potential
• Set clear priorities and promote collaborative, customer focused team culture

Local operations and continuous improvement

• Prioritize incidents, service requests and local support needs and ensure delivered support meets agreed SLAs and service quality
• Monitor queues, backlog, aged tickets, ticket quality and follow-up actions
• Use service desk data and operational insights to identify trends, gaps and improvement opportunities
• Coordinate incidents and local activities requiring local onsite support
• Understand local user needs and secure clear communication and follow-up with end users, suppliers and other Group IT teams
• Follow up security and compliance-related work for infrastructure and assets
• Identify and elevate risks, deviations or missing remediation actions
• Assist in the implementation of regional and global IT solutions and processes
• Coordinate supplier involvement where local services, hardware or support processes require external action
• Drive standardization, documentation and continuous improvement of support processes and service offerings

To succeed, you will need

Knowledge / Educational Requirements

• Relevant IT education or equivalent experience from IT support or IT operations
• Good understanding of ITSM/ITIL, incident management, service request handling, escalation and SLA follow-up
• Broad knowledge of end-user computing, Microsoft 365, endpoint support, asset handling and onsite support processes
• Ability to compile, analyze and present data, queue status, ticket trends and operational KPIs
• Fluent English, spoken and written. Local Nordic language is an advantage depending on stakeholder scope

Experience Requirements

• Over 5 years of experience in a similar position within a large company
• Experience from IT support, onsite support, service desk, IT operations or service delivery
• Experience coordinating work, priorities or daily operations within a support team
• Experience with ticket follow-up, SLA monitoring, incident coordination and stakeholder communication
• Experience working with standardization or continuous improvement activities
• Experience coaching colleagues
• Experience from ITSM tools, ServiceNow is an advantage

Personality Requirements

• Clear and positive leadership style with the ability to create structure and direction in daily operations
• Customer-centric mindset with strong focus on service quality and user experience
• Strong communicator who can align users, stakeholders and specialist teams around practical solutions and adjust communication style and message to different audiences
• Structured and able to prioritize work based on business impact, urgency and capacity
• Committed team player with the ability to follow through and drive actions to completion
• Resilient to change and ability to work in a structured, methodical way and prioritize under pressure based on business impact and urgency

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

Job location

This role requires you to work on-site at our office in Stockholm, Sweden (SE). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

Atlas Copco Group enables technology that transforms the future. We innovate to develop products, services and solutions that are key to our customers' success. Our four business areas offer technologies for air and gas compression, vacuum and abatement, automated assembly and quality control, mobile energy management and power generation as well as portable and industrial flow technologies.In 2024, Atlas Copco Group had revenues of BSEK 177 and at year end about 55 000 employees.