Team Lead 1st Line – Upheads

Description:

Upheads continues to grow and is seeking a Team Lead for its 1st Line team. This role is perfect for you if you thrive in an operational environment, appreciate a fast pace, and want to support a team that has close contact with both customers and end users. As a Team Lead, you will lead a team of approximately 10 employees. You are closely involved in daily operations, plan and prioritize resources, and ensure that issues are handled efficiently and with high quality. The role is operational and involves supporting the team with cases, serving as the first escalation point, and working in support yourself when needed. You will contribute to developing work methods, routines, and processes, ensure good communication between different functions, and make sure the team has the right conditions to deliver professional and service-oriented support. You work closely with the Support Manager and other team leads, and are responsible for onboarding new employees. Responsibilities: Lead and coordinate daily operations in 1st line Plan and prioritize resources and support the team when needed Serve as the first escalation point and work operationally when required Ensure that cases are handled according to processes, routines, and SLAs Monitor workflows, response times, quality, and documentation Ensure correct case routing to 2nd line and specialist teams Drive improvements and promote knowledge sharing in the team Participate in incidents and major disruptions and communicate operational status internally Contribute documentation for reporting and follow-up Onboard and introduce new employees We believe you have Experience working in IT support or Service Desk Understanding of support processes and case management systems Technical competence in, for example, M365, client management, user accounts, networking, and applications Ability to prioritize, make decisions, and handle escalations in an operational environment Good communication skills in both Swedish and English Additionally, you are a structured and solution-oriented person who is comfortable in a coordinating and supportive leadership role. You are unpretentious, service-minded, and collaboration-oriented, and you keep your composure even under high pressure. You thrive in an environment where user experience is in focus and where the team develops together. Selection takes place on an ongoing basis. This recruitment process is handled by Gigstep. If you have questions about the position, feel free to contact Moa Hagman at [email protected] or 070-749 72 70.Upheads continues to grow and is seeking a Team Lead for its 1st Line team. This role is perfect for you if you thrive in an operational environment, appreciate a fast pace, and want to support a team that has close contact with both customers and end users. As a Team Lead, you will lead a team of approximately 10 employees. You are closely involved in daily operations, plan and prioritize resources, and ensure that issues are handled efficiently and with high quality. The role is operational and involves supporting the team with cases, serving as the first escalation point, and working in…

Overview

Type

job

Status

active

Visibility

public

City

Helsingborg

Address

Helsingborg C

GPS

56.043446240942, 12.692400200679copyopen in

Email

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Views

8

Published

16. 2. 2026

Edited

5. 8. 2026

Location

Specifications