Team Lead Onsite Support

Atlas Copco; Stockholms kommun; On-site; SEK 700,000 - 950,000; Full time

Job summary

Atlas Copco Group in Stockholm, Sweden seeks an experienced onsite IT support leader to build and run a proactive, business-focused team. You will oversee daily operations, manage priorities, and ensure quality service for end users.

The role requires strong ITIL knowledge, 5+ years in IT support or operations, and excellent communication in English; Nordic language is a plus. On-site work in Stockholm with regional/global collaboration is expected.

Qualifications

• Relevant IT education or equivalent experience.
• Strong knowledge of ITSM/ITIL and incident/service handling.
• End-user computing, Microsoft 365, endpoint support and asset handling.
• Ability to analyze data, queue status, and KPIs.
• Fluent English; Nordic language is a plus.

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.
• Monitor queues, backlog, aged tickets, ticket quality and follow-up actions.
• Drive standardization and continuous improvement of support processes.

Skills

IT leadership

Team coaching

Incident management

ITIL

Data analysis

English fluency

Nordic language

Education

Relevant IT education

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

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we are uniting curious minds, and you could be one of them.

Information at a Glance

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.

Visit the Atlas Copco Group website