Vacant job

Do you have ideas for the future and are you driven by challenges? In Haninge, you will develop alongside supportive colleagues who want to make a difference today. Currently, one of the most ambitious change projects in our municipality's history is underway. We are building a new city, approximately 20 minutes from Söder. Join us on this journey.

Description

We are looking for you who are ready to make a difference and be part of our exciting improvement work in Haninge. Here you will have the opportunity to develop in an environment characterized by collaboration and innovation, where we jointly strive to build a new city that will shape the future. You will work in close collaboration with engaged colleagues, where every contribution counts and your ideas and initiatives matter. The municipality's IT operations are outsourced to several external suppliers and organized into service areas with dedicated Service Owners.

As part of our team, we value the following qualities:

• Stable and performance-oriented
• Proactive and self-starting
• Pedagogical and service-oriented

Responsibilities

• Drive the work forward by demonstrating, supporting, and coaching in practice
• Identify, develop, and implement working methods with a focus on efficiency
• Work proactively with colleagues to identify and solve challenges that arise in our daily work
• Ensure the team has the right knowledge and propose further development if needed
• Monitor and evaluate the progress of various initiatives
• Show leadership by motivating and supporting colleagues in their professional development

About the job

You will work both operationally in the service desk and be responsible for leading and optimizing the operations, without formal personnel responsibility. You will be a key player in shaping a high-performing, collaboration-oriented team and ensuring efficient support operations for our users. The team consists of five employees, including the Service Desk Lead. We handle cases via phone, case management system, Walk-In, and onsite support in the municipal building. The role reports to the Group Manager for Tactical IT.

You will:

• Work operationally in the Service Desk
• Be responsible for ensuring high quality in the Service Desk's daily delivery by ensuring correct prioritization of cases, fast and efficient handling, and that SLAs and agreed working methods are followed
• Analyze workload, identify bottlenecks, and propose solutions
• Redistribute Firstline resources during quieter periods to support other queues and functions
• Be operationally responsible for the municipality's case management system and for contact with the supplier
• Lead, guide, and motivate the team to deliver outstanding customer service, as well as manage schedules to ensure adequate coverage and smooth operations.
• Regularly follow up, update, and evaluate SLAs/OLAs and develop proposals for solutions to improve Service Desk efficiency

We value:

• Integrity and the ability to stand by and implement decisions made
• Stability and personal maturity
• High service level and a pedagogical approach
• Determination and problem-solving skills

We place great emphasis on personal suitability.

Qualifications

To be part of our team in Haninge, you are a person with strong drive and ambition, who always strives to achieve your goals and results.

You need to have several important qualifications that reflect our pursuit of quality and efficiency.

We are looking for someone who:

• Is stable and confident in your leadership, with a mature and communicative personality
• Is performance-oriented and has a strong ambition to achieve set goals
• Is service-oriented and always focused on delivering quality in your work
• Has a problem-solving personality
• Has an understanding of IT support routines
• Has a technical background in hardware, software, and network support
• Is accustomed to working with process improvements
• Places great focus on service and quality
• Has the ability to handle multiple tasks simultaneously
• Remains calm in stressful situations

Must-have requirements

• Documented good collaboration skills
• Several years of experience working in IT Service Desk
• Experience with case management systems
• Understanding of ITIL processes

Merits

• Good results from improvement work within IT Service Desk
• Experience in developing processes in an IT Service Desk
• Has experience leading an IT Service Desk or other technical support operations
• Has experience in some form of team leadership
• Has worked on creating checklists and SLAs including follow-up
• Has had operational responsibility for a case management system

We work primarily on-site at the municipal building with working hours 08:00–17:00 Monday to Friday.

If you feel that the above fits you, and that you want to shape the future together with us, do not hesitate to apply!

We look forward to your application!

Do you have questions regarding the position? Contact: Recruiting Manager, Jonas Bengtsson - [email protected]

What we offer you

An engaging and challenging development opportunity, together with knowledgeable colleagues and experienced managers. We are located in bright and pleasant office spaces with parking facilities and proximity to shopping centers, restaurants, nature areas with swimming, skiing, and running trails, as well as to Handens commuter train station, just 20 minutes from Stockholm city. We have free access to the gym in the municipal building, smoke-free working hours, wellness allowance, annual working hours, sandwich days, and the possibility of holiday exchange.

In this recruitment, we have already made our choices of advertising channels and cooperation partners. We decline all forms of assistance with the recruitment from external parties.

Last day for applications: 19/7 2026

Interviews are conducted continuously, so send in your application as soon as possible!

Haninge Municipality sees diversity as a strength and welcomes all applicants. Our competency-based recruitment methodology aims to focus on the individual's competence and thereby also counteract discrimination.