The Job

Team Lead Onsite Support

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Systemteknik · DevOps

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I korthet

Atlas Copco Group is seeking a Team Lead for Onsite Support in Stockholm, Sweden. This role involves leading and coordinating the onsite IT support team, driving continuous improvement, and ensuring service quality. The ideal candidate has over 5 years of experience in IT support and leadership, with a strong understanding of ITSM/ITIL principles.

Ansvarsområden

  • 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 a collaborative, customer-focused team culture.
  • Prioritize incidents, service requests, and local support needs, ensuring 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 on security and compliance-related work for infrastructure and assets.
  • Identify and escalate 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.

Krav

  • 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.
  • 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.
  • Clear and positive leadership style with the ability to create structure and direction in daily operations.
  • Customer-centric mindset with a 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.

Önskade kvalifikationer

  • Local Nordic language is an advantage depending on stakeholder scope.

Förmåner

  • Culture of trust and accountability
  • Lifelong learning and career growth
  • Innovation powered by people
  • Comprehensive compensation and benefits
  • Health and well-being
#IT#Support#Team Lead
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Företag

Atlas Copco Group

Publicerade jobb

för 3 veckor sedan

Upphör

om 2 dagar

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Stockholm, Sweden

Sökande

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