ITO Support Lead

SYSTRA develops innovative solutions forsustainable travel and urban development. With around1200employees inthe Nordicsand a strong international network we combine technicalexpertisewith forward-thinking approaches to create infrastructure and digital solutions for the SYSTRAyoulljoin a team that valuesinnovation collaboration and professional growth. We share knowledge across teams and countries encourage new ideas and provide opportunities to develop across technical and organizational boundaries.

Are you passionate about tech peopleand continuous improvement As our IT Operations Support Lead youll be at the center of SYSTRAs Nordic IT landscape- combining hands-on technical support with daily team leadership. Youll be both the go-to problem-solver for your colleagues and the driving force behind our support teams high performance providing daily team leadership for our five Nordic IT Support Specialists (based in Sweden and Denmark) ensuring that every interaction delivers value and strengthens our digital foundation.

As ITO Support Lead you are the initial point of contact for colleagues IT-related needs and the person who makes sure our IT support team delivers the best possible service. You handle everyday issues but also lead mentor and optimize your teams performance. You are a key player in our Nordic IS & Digital department and report to both a functional manager (based in Denmark) and a line manager (based in Gothenburg).

Key Responsibilities:
Provide high-quality IT support for hardware software network and digital services to ensure smooth day-to-day operations.
Log track and resolve IT incidents and service requests efficiently while maintaining clear and proactive user communication.
Oversee onboarding and offboarding processes ensuring correct setup permissions and return of all IT equipment.
Lead coach and support the IT support team ensuring efficient resource allocation and a collaborative working environment.
Proactively monitor IT systems identify and resolve technical issues and escalate complex cases when necessary.
Drive continuous improvement by optimizing support workflows analyzing recurring problems and maintaining an up-to-date knowledge base.
Ensure strict compliance with SYSTRAs IT policies security standards and regulatory requirements.

We are looking for someone with a genuine passion for delivering outstanding service and a solution-oriented approach. You motivate your team to achieve goals delegate tasks effectively and support professional growth. Your strong troubleshooting skills help you tackle technical challenges and find the best solutions for users and the business. You are an excellent communicator who makes complex IT concepts accessible for everyone thrive in both teamwork and independent tasks and adapt easily to new technologies and changing processes. With your service mindset and leadership you create real value for both the team and the company.

EssentialQualifications:

• University degree or equivalent in IT.
• Minimum 5 years experience with IT Service management.
• Broad generalist knowledge of IT infrastructure: networks authentication hosting hardware operating systems (Windows) and common applications.
• Experience with cloud solutions particularly Microsoft 365.
• Proficiency in English and Swedish both spoken and written (excellent Swedish required).
• Strong awareness of IT security confidentiality and data protection (e.g. GDPR and internal policies).
• Solid understanding of IT service management processes (ITSM incident/problem management); familiarity with ITIL or similar frameworks.

Desirable Qualifications:

• Experience with additional technologies such as production software (authoring engineering tools) further cloud platforms AI or advanced Microsoft 365 solutions.
• Skills in IT service management and continuous improvement.

WHAT CAN WE OFFER YOU

A permanent position with flexibility to work from home few days a week.
The opportunity to play a key role in advancing and shaping our digital transformation through hands-on IT support and leadership.
The chance to work in an international environment with colleagues across the SYSTRA Group with 11000 employees worldwide.
A workplace that values innovation collaboration and work-life balance.
Opportunities for continuous learning and professional development through training courses and knowledge- sharing.

LOCATION AND ADDITIONAL INFORMATION

This is a permanent full-time position with a start date according to agreement. The position is based at our office in Nordic we have 23 offices and travel may be required for the role a couple of times per year.

CONTACT INFORMATION

Do you have questions about the position Contact us at:

Roman Schalizi

IT and Digital PMO Manager

Linkedin

Johanna Ekman

Recruitment partnerSYSTRA

Linkedin

SYSTRA- confidence moves the world

For this recruitment process SYSTRA has carefully considered recruitment channels and advertising. Therefore we kindly but firmly ask not to be contacted by media salespeople recruitment agencies or similar parties.