[konsulter.net]Head of IT and Client Support (#19268 - Stockholm (remote), Sweden)

Our client is looking for Head of IT & Client Support to lead their IT and Client support team. We are looking for someone who has an interest in Tech, is service minded and has a stable leadership.

Our client is a B2B company with worldwide clients. The team provides external and internal support and is located in several locations with the main hub in Stockholm. As Head of IT & Client Support, you will get the opportunity to develop and build the structures and processes needed to provide reliable, high-quality support to our global clients.

As Head of IT & Client Support the main scope of your work will include:

• Ensure a great customer service experience and provide excellent support through our helpdesk, network administration, internal IT and temporarily our Supply Chain function

• Lead and develop the Support team (currently 5 employees)

• Define and optimize customer support procedures, policies, priorities, templates and standards

• Scope responsibilities of each employee, and ensure backup/redundancy including on-call duty to service our demanding clients all over the world

• Take ownership of critical customer issues reported and see problems through to resolution via coordinating and allocating resources as well as develop action plans and improve processes

• Define action plan and allocate resources in case of a major service disruption (P1 incidents)

• You are a calm and collaborative leader with a background in support desk management in the IT or SaaS industry and strong skills in communication, coordination and project management

• You have a strong sense of ownership and as a result-driven person you see things through to the end

• You have an ability to see the bigger picture and draw conclusions as well as to take decisions

• You have conceptual skills and passion to develop and implement new procedures

• Proven work experience of support desk management in the IT industry, great leadership and experience in leading a team with both senior & junior colleagues

• Several years of working with customer service and with an ability to run several projects in parallel

• Proven experience in both being a part of and leading a remote team

• Full verbal and written proficiency in English

• Experience in eCommerce operations, Supply chain, and even more favorable if you have worked with hardware and maintenance

• Interest in photography, camera & lightning

• Bachelor/Master of Science in a technical field most welcome

• Full verbal and written proficiency in Swedish language

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