Experienced IT Service Desk Teamlead

Are you ready to drive and motivate a dedicated team of IT supporters and specialists?

At Arla, we do so much more than make some of the world’s favourite dairy products. We make healthy taste delicious, mornings worth getting up for and family dinners unforgettable. Arla®, Castello® and Lurpak® – brands like these make us a vital, natural part of modern life in over 100 countries around the world. To enable our growth, we are creating a new IT hub in Gdansk.

As a Scandinavian company, we value mutual trust, collaboration and initiative. Thus, you will have every opportunity to share your ideas, learn and try new things on your own initiative. Join us to help us create a centre of expertise and collaborate across cultures and borders.

Would you like to be part of building your own daily work?

Arla Foods IT Service Desk is moving to Gdansk and for this we need a dedicated and experienced IT Service Desk Teamlead, who is capable and willing to build a completely new Service Desk, supporting Arla Foods globally.
This department will be SPOC for all IT related issues from 23.000 global users. Supporting several languages, several lines of communication in a IT multisourced environment.

Experienced Service Desk Teamlead with personal drive and charisma.

You have a deep knowledge and experience regarding IT Service Desk activities, quality and have clear insights on how to continuously ensure and enhance end user satisfaction.
You are a strong people leader and knows from experience how to create motivation.

Additional, you are characterized as a:

• Service-minded person who can make yourself heard, understood and respected by suppliers and co-workers.
• You are motivated by enhancement and optimization of work processes and systems.
• Your interpersonal skills and high level of flexibility make you a popular and trusted colleague
• You know how to build professional relations to the business and suppliers.

If you are prepared for change and challenge, you could be our new colleague. You will join a management team in Arla IT, Operations.

What is your task at hand?

The open position offers a possibility to create a new IT Service Desk from bottom. You will initially be part of project team which will hire employees for a 24/7 IT Service Desk. You will also support creation of all tools needed, such as phone system, ITSM tool, knowledge management, end user chat, dashboards, user administration, KPI reporting, etc.

After successful go live, the job position will change to daily people management of an IT Service Desk team. Employee motivation and development will be a great part of your responsibilities. We are aiming to build a great and high performing team and your skills and dedication will be critical to this success.
Part of your responsibility Also, daily management activities like:

• Call duty plans
• Ensure high levels of quality like first call fix rate, calls dropped and correct ticket assignments.
• Continuous service improvements of all deliverables

Arla Foods also focusses on a strong digital agenda and there will be a clear need to utilize options of A.I., robotics and other cognitive IT services available.

Application and contact

If you want to seize this exciting opportunity, please apply as soon as possible. We process applications on a continuous basis and close the job opening once the right candidate has been found.  For additional information, please contact IT Senior Manager Peter Rechnagel at +45 89 38 18 22. All applications will be dealt with in the strictest confidence