Fagansvarlig for Service Desk og IT-serviceleverancer

About the role

The municipality is strengthening its internal IT support and digital services. We are looking for a professional to take ownership of the Service Desk and 1st‑line support, ensuring consistent processes and continuous improvement.

Key responsibilities

• Develop, maintain and improve standard operating procedures for the Service Desk and 1st‑line support.
• Ensure clear registration, prioritisation, escalation, follow‑up and documentation of all IT service requests.
• Build and maintain a shared knowledge base, guidelines and standard responses.
• Coordinate cross‑functional incidents, especially critical or complex cases, with other IT functions and external suppliers.
• Monitor service quality, identify recurring issues and drive corrective actions.
• Oversee user access management, onboarding/off‑boarding, equipment requests and other Service Desk services.
• Collaborate with system owners, external vendors and internal teams to ensure seamless service delivery.

Required profile

• Solid experience in IT support and Service Desk environments.
• Ability to work independently and take professional ownership of support processes.
• Strong coordination and communication skills across multiple stakeholders.
• Commitment to documenting and sharing knowledge within the team.

Required skills