Servicedesk Group Manager

Sveriges Lantbruksuniversitet · Full-time

Uppsala, Sweden

Would you like to lead and develop the IT Service Desk at Sweden's University of Agricultural Sciences (SLU) and contribute to professional and business-focused IT support for research, education, and administration? The IT Department at SLU is seeking a Group Manager for the Service Desk. We are looking for someone who wants to combine present and trust-based leadership with the development of service, working methods, and support delivery in a large and geographically dispersed organization. About the Role As Group Manager for the Service Desk, you will lead approximately 17 employees and a small number of consultants across five locations, from Umeå in the north to Alnarp in the south. The group is a central point of contact between SLU's users and the IT Department and is responsible for ensuring that employees and students receive stable, secure, and fit-for-purpose IT support. As a group manager, you have personnel, budget, and operational responsibility. You manage the daily operations while being responsible for developing the group's working methods, competence, and delivery. The assignment involves creating good conditions for employees, monitoring operations, and working together with the group and other parts of the IT Department to continuously improve users' experience with IT. Your main areas of responsibility are to: lead, support, and develop employees with broad IT competence assume responsibility for the group's operations and finances ensure stable, secure, and fit-for-purpose support delivery develop roles, procedures, processes, and working methods within support operations monitor quality, results, and resource needs and translate these into concrete improvements develop collaboration with other parts of the IT Department and with operations at SLU conduct continuous improvement work with users' and operations' needs in focus assume responsibility for budgeting, financial monitoring, and forecasting You will be part of the management team for the User-Focused IT unit and work closely with the group managers for Digital Workplace and AV as well as the unit manager on the unit's joint development and goals. On-call duty may be part of the work. Your Background We are looking for someone who has: secondary or post-secondary education in IT, or equivalent competence that SLU deems equivalent several years of practical experience working with IT support in a user-focused IT environment experience supporting both Windows- and Mac-based client environments documented experience leading an IT support operation with personnel and operational responsibility experience leading employees working at multiple geographical locations experience with budget responsibility, financial monitoring, and forecasting strong knowledge of process-oriented working methods in IT, such as ITIL experience in IT operations at a university, higher education institution, or other large academic organization experience with IT support for research and education operations It is advantageous if you have: training or certification in ITIL training, certification, or documented experience with user-focused Microsoft platforms training, certification, or documented experience with Jamf and management of Apple devices experience developing and monitoring support processes and service delivery experience with staffing and capacity planning within support operations About You To succeed in this role, you need to be a present and clear leader who at the same time gives employees room to take responsibility and develop. You are unpretentious, supportive, and relationship-building. You have the ability to create structure and direction in an operation with many contact points and a high continuous flow of questions. You see opportunities for improvement and can translate them into changed working methods without losing focus on daily delivery. You have a genuine interest in IT and users' needs and understand the interplay between technology, processes, and service. You communicate clearly and in a trust-building manner and can lead and create involvement even when employees work in different locations. Great emphasis will be placed on personal suitability. About Us In the IT Department, we work with both basic IT services and customized digital solutions. We support the university's operations in research, education, and administration, which places high demands on both stability and security as well as flexibility and development capacity. The IT Department is a large department with broad expertise and many different specialist areas. Through collaboration, development, and security, we work to deliver a modern IT environment that creates value for SLU's operations. We are in a period of extensive technical and operational development. Among other things, we are modernizing the university's digital workplace and network environment while questions about information security, storage, data, cloud services, and digitalization are high on the agenda. Learn more about our benefits and what it is like to work at SLU on SLU's website. Location One of SLU's main locations: Uppsala, Umeå, or Alnarp. Type of Employment Permanent employment. SLU may apply a probationary period. Scope 100% Application We welcome your application via the application button below by September 23, 2026. Sweden's University of Agricultural Sciences (SLU) has a key role in the development of sustainable life, based on science and education. Through our focus on the interactions between people, animals, and ecosystems and responsible use of natural resources, we contribute to sustainable societal development and good living conditions on our planet. Main locations are Alnarp, Umeå, and Uppsala, but activities are also conducted at research stations, experimental farms, and educational facilities throughout the country. SLU has over 4,000 employees, 6,000 students and doctoral students, and an annual turnover of over 4.5 billion kronor. The university is investing in attractive environments on its campus areas. We work for an equal and inclusive work environment where open dialogue between people with different experiences forms the basis for scientific rigor, creativity, and development. We therefore welcome people with different backgrounds and perspectives to apply for the current position.