Service Desk Manager - Global Connect

Are you passionate about customer service and motivated to inspire a service desk team toward excellence? As our Service Desk Manager, you’ll have the chance to shape an innovative, proactive service desk strategy, make key decisions, and see the impact of your work on satisfied clients and a highly engaged team.

About the Role:
As Service Desk Manager, you’ll take on the critical daily operational leadership of a talented team, guiding their efforts in real-time to meet and exceed service standards. With a focus on coaching, motivating, and developing team members, you’ll play a central role in managing both immediate service needs and long-term performance improvements.

Beyond day-to-day operations, you’ll lead the transition from reactive to proactive incident management, ensuring that all inquiries are resolved within SLAs and monitoring KPIs closely. You’ll handle escalations confidently, keeping both the team and our clients aligned while navigating complex challenges and making tough decisions.

Qualifications:

• Solid Leadership Experience: Proven track record leading customer service teams with an operational focus, ideally in IT or telecommunications.
• Change Management Skills: Experience leading teams through change, fostering adaptability and resilience.
• Coaching and Development: Passion for inspiring teams and fostering continuous learning.
• ITIL Knowledge: Strong understanding of ITIL practices (certification preferred).
• Service Now or Similar Platforms: Practical experience with ITSM platforms.
• Excellent Communication: Skillful communicator, both in managing escalations and in supporting team collaboration.
• Service Excellence: Knowledge of customer contracts, SLAs, and effective customer relations.

What We’re Looking For:
We seek a strong, people-focused leader with decisiveness to handle challenges and make impactful decisions. You should be ready to inspire, engage, and guide your team daily, fostering a culture of accountability and collaboration while maintaining a sharp focus on exceptional service for clients and internal stakeholders alike.

What We Offer:
At Global Connect, you’ll have the opportunity to be part of a market-leading organization that values diversity and encourages professional growth. We provide a collaborative and dynamic work environment where your contributions will make a significant impact. Alongside a competitive salary, you’ll enjoy a comprehensive benefits package designed to support your well-being.

Join Global Connect and help us revolutionize customer service in the Nordic business market. If you're ready to take on this exciting challenge, we want to hear from you!

To apply, please upload your CV without a photo (we don't need a cover letter).

Location:København, DK, 2450

Location:København, DK, 2450