Service Desk Team Lead

Your mission

As our Service Desk Team Lead, you will play a pivotal role in the daily management of Hiab’s newly established Internal IT Service Desk. Your core mission is to help us build and cultivate a top-tier IT support environment from the ground up-one that offers exceptional service and significantly enhances the end-user experience across the organization.

We are looking for a leader with a "hands-on" and "I am here to help you" attitude. You will not just manage a team; you will be an architect of excellence, hunting for opportunities to replace manual workflows with automation and AI to ensure our IT support is proactive, modern and seamless.

Key responsibilities

Leadership & Team Development

• Guide, mentor and assist Service Desk Experts in delivering advanced, process-driven IT support.
• Lead regular team meetings and training initiatives to boost both technical skills and customer service excellence.
• Manage team performance and foster a culture of continuous improvement.

Operations & Performance Management

• Oversee daily workloads, manage ticket queues and serve as the primary escalation point for complex incidents.
• Monitor and meet KPIs related to resolution times and End User Satisfaction (NPS) using tools like HappySignals.
• Design and maintain ServiceNow dashboards and reports to identify incident trends and process improvement areas.
• Drive the development of the self-service portal and knowledge base to increase user self-sufficiency.

ITIL Lifecycle Leadership

• Incident & Major Incident Management (MIM): Oversee queues (including automation failures) and lead efforts to restore services during critical outages.
• Problem Management: Perform Root Cause Analysis (RCA) to eliminate systemic defects and recurring issues.
• Change & Knowledge Management: Ensure the team has the necessary knowledge for daily tasks and participate in agreed change processes.

Collaboration & Innovation

• Partner with Service Owners, Platform Owners and 3rd party suppliers to align operations with organizational goals.
• Actively propose and track automation enhancements to streamline IT workflows.

What we are looking for

Experience & Background

•  5+ years in IT Support (Service Desk) with at least 2 years in a leadership or supervisory role.
• A strong technical background combined with excellent interpersonal skills and the ability to adapt rapidly to a dynamic environment.

Technical Proficiency

• Strong knowledge of Windows, macOS, Google Workspace and Microsoft Office.
• IAM & Management: Experience with Active Directory/Entra ID, Intune management and software deployment.
• Networking: Good understanding of TCP/IP, DNS, and DHCP.
• Tools: Expertise in ServiceNow (ticketing, reporting, and dashboards). An interest in automation and AI is highly valued.

Soft Skills & Competencies

• Exceptional English skills, with the ability to explain technical details to non-technical users.
• A self-starter with a "hands-on" approach who works well independently and in a team.
• Willingness to travel occasionally to our locations to understand our operations.

Bonus Points (Certifications)

• ITIL V3/4 Foundation.
• Microsoft, Google Workspace or ServiceNow certifications.
• CompTIA A+.

What we offer

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally.

Our benefits include

Working at Hiab means being part of a team that puts people first.

• Shape the Future: Have a direct impact on building and growing our brand-new Internal IT Service Desk team.
• "Employees First" Philosophy: We live our Scandinavian values - flat hierarchies, open doors and genuine respect.
• Work-Life Harmony: Hybrid work model (3 days office / 2 days home) available after the initial ramp-up and stabilization phase.
• Health & Security: Private medical care, group life insurance and reimbursement for corrective glasses.
• Stay Active: MultiSport or Medicover Sport card (co-funded).
• Commuter Support: Subsidies for parking spaces near our Gdańsk office in Galeria Metropolia.
• Growth & Education: Exclusive discounts for studies at WSB Merito University.
• Financial Support: We offer a Referral Program with bonuses for successful hires and the possibility to save within the PPK scheme with employer contributions.
• Social Fund (ZFŚS): Access various benefits including holiday bonuses and financial support based on individual needs.
• Team Spirit: Regular company events, celebrations and our annual Christmas party.

Ready to apply?

By joining Hiab, you will work closely with leading industry professionals, developing and implementing concepts that set the standards for the world's leading provider of on-road load handling equipment, intelligent services, and smart, connected solutions.

If you are excited about this opportunity, please submit your CV in English now! A cover letter is not required.