Vacant job

Prima Vård is strengthening its IT team with a Service Desk Manager. We welcome you if you are looking for a new operational role and are driven by optimizing IT support and service for all companies within the Prima Vård group.

What do we offer?

Prima Vård is one of the fastest-growing healthcare companies in Sweden, with around a hundred clinics and over 3,000 employees. Our IT function is currently being built up, with a clear mandate: to build solutions that make a concrete difference in the daily operations.

As a Service Desk Manager, you will build your team from scratch. Together with the Head of Group IT, we will establish the structure. You will be responsible for setting up structures and processes and building the function over time, while delivering support from day one.

You report to the Head of Group IT and work closely with the IT Business Partner and System Administrator.

How do we work?

This is both an operational and strategic role. You handle cases yourself, document processes, follow up on results, and lead the work together with the Head of Group IT to strengthen support and service for all companies in the Prima Vård group.

Support is currently handled primarily by external providers. As Service Desk Manager at Prima Vård, you take ownership of the delivery of IT support to Prima Vård's users. You start by owning the relationship with our external providers: setting requirements, following up, and escalating. Subsequently, you will build a team to handle support with internal staff to a greater extent.

• Own the delivery responsibility for IT support, both internal and external
• Own the relationship with external support providers: set requirements, follow up, and escalate
• Handle own cases, especially complex and escalated ones
• Build support processes: case management, SOPs, and SLAs
• Develop metrics that highlight quality and efficiency
• Identify recurring issues and drive root cause analysis
• Recruit, onboard, and lead internal support technicians as they join

Who are we looking for?

• Broad IT support experience within client devices, M365, networks, and mobile devices
• Experience leading or coordinating a support team, formally or informally
• Experience in supplier dialogue and follow-up of external service delivery
• Experience in case management: prioritization, follow-up, and SLAs
• Ability to communicate with non-technical users

Meritorious: experience with case management systems such as Freshdesk, ServiceNow, or Jira Service Management, Intune and Defender for client management, experience from a healthcare environment, ITIL Foundation.

What should I do now?

The position is a permanent full-time role (100%), with a 6-month probation period. Start date is by agreement, and the location is at our office near the central station in Malmö. Prima Vård has a collective agreement via Vårdföretagarna.

Interviews are conducted on an ongoing basis, so please apply as soon as possible.

We look forward to receiving your application!

Prima Vård's philosophy is based on local engagement, believing that the best quality development occurs through local commitment. Prima Vård is a family-founded healthcare company with operations in primary care, women's and children's health, psychiatry, and occupational health. The company includes around 100 local healthcare units with a wide range of services. Interested in reading more about Prima Vård?

Feel free to contact us or visit our website: https://primavard.se/om-prima-vard (https://primavard.se/om-prima-vard)