IT Service Desk Leader

Your purpose

A brief description of the job and how it contributes to the purpose of the function. One to three sentences.

Manage IT services delivery components and processes from end-to-end to ensure all IT services are aligned with and measured against internal SLA and ITIL standards.

Lead service desk resources across all IKEA locations assuring smooth and reliable IT operations and incidents handling.

Develop and maintain proactive routines across IKEA locations to reduce incidents and secure effective communication to end users in case of proactive or reactive service interruptions.

Your accountabilities

• Ensure to minimize the IT related incidents and recover services as quickly as possible, to maximise IT services continuity and minimise impact/interruptions of IT incidents on users and day to day operations.
• Ensure handling all users complaints according to pre-defined response time and SLA.
• Ensure high user satisfaction levels through conducted surveys on IT services.
• Ensure traceability of incidents/requests through systematic records (service manager), adherence to priority policies, resolution SLA, escalation, full ownership of Incident and change Management procedures, and regular service level reporting.
• Keep users informed/updated in case of services scheduled maintenance/outages or any support requests.
• Manage new expansion activities and budgets related to office automation tasks (POS, Thin clients, Ptag, printing solutions, etc.)
• Seek better ways to enhance IT users experience and quality of digital services.
• Manage support teams availability, shift rosters, competencies, trainings and skills development.
• Comply with IT licenses, software & cyber security requirements.
• Manage IT Assets, related routines, and participate to vendor relations.