Job Req Number:  86933
Time Type: Full Time

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Your responsibilities:

• • Lead, mentor, and manage the performance of the service desk team, ensuring effective operations.
  • Coordinate daily activities to meet SLAs and KPIs, and oversee ticket handling, prioritization, and escalations.
  • Conduct regular team meetings and one-on-one reviews to track performance and provide feedback.
  • Oversee the day-to-day operations of the service desk, ensuring efficient handling of all tickets, incidents, and service requests.
  • Monitor and analyze service desk metrics, making improvements to processes and workflows.
  • Act as the point of escalation for complex issues that cannot be resolved at the service desk level.
  • Collaborate closely with IT teams (infrastructure, security, app support) and stakeholders to align services with business needs.
  • Participate in cross-functional meetings to provide updates on service desk performance and identify areas for improvement..
  • Implement new tools, automation, and processes to improve ticket handling and resolution times.
  • Generate (or cooperate with PBI responsible team) regular reports on team performance, ticket metrics, and SLA compliance for management.
  • Ensure proper communication of any changes in processes or policies to the team and stakeholders.

Our requirements:

• • A Bachelor’s degree in IT, Computer Science, or a related field is preferred, but equivalent experience can be acceptable.
  • Proven experience working in a service desk or IT support role.
  • Previous leadership experience (e.g., as a team lead, supervisor, or manager in a service desk or helpdesk environment).
  • Experience with IT service management (ITSM) tools like ServiceNow, Jira, Zendesk, etc.
  • Familiarity with incident, problem, and change management processes (typically following ITIL best practices).
  • Strong understanding of IT infrastructure, networking, hardware, and software.
  • Experience with remote support tools, ticketing systems, and remote troubleshooting.
  • Knowledge of Microsoft 365, Windows, macOS, and other common enterprise tools and platforms.
  • Familiarity with Active Directory (AD), network troubleshooting, VPNs, and other IT support tools.
  • Excellent communication skills, both written and verbal.
  • Strong leadership and people management skills, with a focus on motivating and supporting the team.
  • Exceptional problem-solving abilities and the capability to handle escalations and complex issues.
  • Ability to work under pressure and manage multiple priorities.
  • Excellent customer service skills with a user-centric approach.

Certifications (Preferred but not always required):

• • ITIL Certification (IT Infrastructure Library) or similar service management qualifications.
  • Relevant technical certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
  • Leadership or management certifications (such as from PMI or other relevant bodies) can be advantageous.

What we offer:

• Employment contract,
• Private medical care,
• Comprehensive onboarding program,
• Buddy,
• Work-life Harmony,
• Modern eco-office,
• Comfortable ergonomic office,
• Scandinavian work culture,
• Internal training catalogue
• Culture of feedback,
• Internal transition program,
• Holiday gifts,
• Sport groups,
• Bike parking,
• Electric vehicle charging stations.

DSV – Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.