Service Desk Manager

Is your superpower being structured, helpful, and analytical? Do you aspire to transform a Service Desk function into a seamless operation? If so, you might be our new Service Desk Manager!

When joining Mover as Service Desk Manager you will play a crucial role in influencing the direction and shaping the Service Desk department alongside our international colleagues in a company that is driving real change in an industry crucial to the global economy and the environment.

About Mover
Mover is a scale-up technology company currently operating in Denmark and Holland. We have two distinct business models: Last-Mile logistics and software solutions. We are a passionate team of more than 70 talents who enjoy challenging the status quo with IKEA as a shareholder and global partner. Our mission is to create smarter logistics that reduce waste and make people’s lives better. 

The job
As our Service Desk Manager, you will help us achieve our ambitious goals for an entire industry and provide excellence customer service. 

This year and next, Mover is expanding to several new countries and continents, requiring us to grow and professionalize our Service Desk function. We are ambitious about servicing our users and you will function as our Service Desk quarterback setting up your team and colleagues to make the big plays. 🏈 

For this position, we’re looking for someone with experience in bringing great user experiences and developing the services that drive them.

Some examples of the tasks you could work on would be: 

• Oversee the day-to-day operations of our service desk, ensuring adherence to established policies and procedures. 📋
• Monitor and prioritize incoming tickets, assigning them to the appropriate team members based on expertise and workload. 🗂️
• Escalate complex issues to relevant technical teams and track their resolution. 🔄
• Analyze trends and identify areas for improvement in service delivery and knowledge base development. 📊
• Generate reports and metrics to measure Service Desk performance and identify opportunities for optimization. 📈
• Maintain a positive and professional work environment, promoting teamwork and collaboration. 🤝
• Collaborate with other IT teams to ensure seamless service delivery across the organization. 🌐
  

About you
We seek skills comparable to these but understand that talents come in many shapes and sizes: 

• Minimum 3-5 years of experience in a Service Desk or related IT support role. 
• Technical knowledge and a quick learner of new software. 
• Excellent problem-solving and analytical skills. 
• Superior communication, interpersonal, and conflict-resolution skills. 

• Proficient in ticketing systems and other relevant Service Desk tools. 
• Highly organized and loves working based on data. 

We’ll be super interested 👀 if you have any of the following (or similar) experiences as well: 

• Exploring and leveraging AI coding tools 🤖
• Experience using Jira Service Management 📋
• Experience with ITIL or similar service management frameworks 📜
• Experience working with Azure cloud technologies ☁️
• Experience in the logistics industry providing automation and optimization 🚚

The package
At Mover the package will always contain: 

• Modern hardware that makes sure you can be as efficient as possible 💻 
• Social activities – table tennis, various outings, and Friday beers are important elements for us in building teams and communities 🏓 
• Six weeks of vacation, flexible working hours, and remote working opportunity 🏖️ 
• Flexible pension scheme and health insurance 🏦 

The process
We strive to have an efficient process and timeline concerning your time. 

• Applications are read ongoing, and we will inform you of our decision to proceed within two weeks of applying. 
• We will invite you for a short 15-minute introduction call online to validate the match if we see a potential match from your application and/or resume.
• We will schedule a first online interview to give you a rundown of who we are, what we expect from the role and naturally to get to know you. 👋 

• If we proceed with your application, we will give you a small take-home exercise and schedule a final interview for the following week.  
• Assuming there is a mutual match, we will create an offer and send it to you. 🤝 

We will review applications and invite for interviews continuously throughout the hiring period, so we encourage you to apply soon if you find the role interesting.