Centric is looking for a Helpdesk Manager

Centric is now seeking an experienced leader who wants to take on the role of head of our client's IT helpdesk. As Helpdesk Manager, you will be responsible for leading and developing our client's helpdesk organization, ensuring high-quality IT support, and driving innovation in their services. This role is suitable for you if you have extensive experience in the IT support industry and possess strong leadership skills. We are looking for an experienced and committed leader with technical understanding and documented experience in team development, helpdesk, or IT support requirements.

As a consultant at Centric, you will receive a secure employment and gain valuable work experience on assignments with our clients. Your consultant manager will support you in your development as you continuously acquire new experiences and knowledge. An excellent opportunity to advance your career.

Responsibilities

In the role of Helpdesk Manager, you will lead, coach, and develop our client's IT support team to ensure they deliver first-class service to their users. You will be responsible for ensuring that cases are handled quickly and efficiently according to ITIL processes and agreed SLAs.

You will optimize and automate the service desk's workflows and routines to improve both efficiency and user satisfaction. Through close collaboration with the business, you will contribute to optimizing service delivery and creating a better user experience.

A key part of your work will be analyzing performance through KPIs and SLA reports and presenting data-driven improvement proposals. You will also drive initiatives to develop their service delivery and ensure they are well-equipped for future technical challenges.

Your profile and qualifications

You are solution-oriented, structured, and have a natural ability to create engagement and inspire your team. You are curious and willing to question existing routines while seeking innovative technical opportunities to improve processes and user experience.

In addition, we want you to have:

Documented experience in leading and developing teams within helpdesk or IT support
Experience in driving change initiatives and implementing improvements
Understanding of IT infrastructure and services
Good knowledge of ITIL processes and experience with helpdesk tools

Meritorious:

ITIL certification
Experience in implementing automation solutions or self-service in service desks

What we offer

At Centric, you will receive the tools you need to achieve your goals. We offer all our consultants qualified training and certifications in the latest technology. We believe that our employees should continuously develop. Therefore, we offer you the opportunity to create an individual training plan, where we cover both study materials and certifications. During your development, we will match your skills with the right assignments as you advance. We regularly conduct exciting activities where you, as a consultant, have the opportunity to meet and socialize with your colleagues in fun and relaxed settings.

More about us

Centric is an IT company with 380 employees, with offices in Stockholm, Gothenburg, Malmö, and Linköping. We specialize in renting generalists and providing specialists, as well as offering outsourcing and system solutions within retail. We are a member of Almega Competence Companies and follow their collective agreement with Unionen.

Hollie Van de Ruit
+46734159374
[email protected]