Responsible for Service Desk and IT Service Deliveries

Would you like to help strengthen the municipality's internal IT support and contribute to developing the way we deliver IT services?

The Municipality of Sermersooq is working to strengthen IT and Digitalization. We want more internal knowledge, clearer workflows, and more cohesive support for the municipality's employees.

Therefore, we are looking for a professional responsible for Service Desk and IT service deliveries.

The position is for you who have solid experience with IT support and Service Desk, and who is eager to take independent professional responsibility for how the support functions and develops.

You will be part of IT and Digitalization and will play a central role in building the municipality's internal Service Desk and 1st line support.

About the position:

As the subject manager, you will have professional ownership of the municipality's Service Desk, including workflows and processes related to 1st line support and the cross-functional handling of IT service requests.

You must ensure that there are clear and consistent workflows for registration, prioritization, escalation, follow-up, and documentation, and that the support operates according to common professional standards.

An important part of the position will also be to build and maintain internal knowledge. Solutions, guidelines, and experiences must be documented and shared so that important knowledge does not reside solely with individual employees.

You will have a professionally coordinating role in the support team and become a central sparring partner for your colleagues. At the same time, you will have a cross-functional role between the Service Desk, other IT functions, system owners, and external suppliers.

Your tasks:

You will be responsible for developing and maintaining the common workflows, standards, and procedures for the Service Desk and 1st line support, as well as for monitoring the quality of the daily support delivery.

You must ensure clear prioritization and escalation pathways and coordinate cases that span across support, other IT functions, and external vendors. For larger, critical, or complex cases, you must ensure that the case is prioritized, coordinated, and handled at the appropriate level.

You will also be responsible for building and maintaining a shared knowledge base, guidelines, and standard responses, as well as supporting professional sparring, training, and knowledge sharing within the support team.

In addition, you need to develop and maintain workflows regarding, among other things, user access, onboarding and offboarding, equipment, and other service requests related to the Service Desk.

You should follow up on recurring errors, inappropriate workflows, and other improvement needs, and use the experiences from daily support to enhance quality and overall service delivery.

Part of the role also involves following up on collaboration with external suppliers and helping to ensure that agreed tasks are completed, and that there are clear interfaces between internal support and external partners.

The position will evolve as the municipality builds more internal IT competencies and gradually takes on more tasks.

Professional responsibility:

The position has no personnel responsibility, but has an independent and cross-functional professional responsibility for the Service Desk and IT service deliveries.

You will be responsible for establishing and maintaining the professional standards and procedures for the area and for ensuring that they are applied in daily support.

Within the established organizational framework, you can prioritize and escalate support cases, demand documentation and quality, and coordinate the professional task resolution between the support team, other IT functions, and external suppliers.

You must also monitor the development of the support delivery and be able to identify the need for changes in workflows, tools, and services, and provide recommendations to the department management.

We imagine that you:

We imagine that you have at least 6 years of relevant experience in IT support, Service Desk, or a similar field.

You have a solid practical understanding of IT support and user assistance, and you also have experience in creating structure, coordinating tasks, and developing workflows around support.

You have experience with ticket systems, documentation, and structured handling of support cases, and you understand the importance of clear prioritization and escalation paths.

You can work independently and take responsibility for a professional area. At the same time, you are happy to share your knowledge and thrive on collaborating with and helping colleagues.

It is an advantage if you have experience from a larger organization or public administration.

The most important thing is that you have strong experience in IT support, can create structure and overview, and are eager to help build and develop a professional internal support function.

We offer:

We offer a position where you will have the opportunity to have a real impact on the municipality's future IT support.

You will be part of IT and Digitalization and will play an important role in building the municipality's Service Desk and 1st line support.

You will have the opportunity to influence the professional workflows and standards that the support team will work according to, and to help build more internal knowledge, better documentation, and a more uniform IT service.

You will have a wide network and will collaborate closely with colleagues, management, employees, system administrators, and external partners.

About you as a person:

You thrive with responsibility and in creating structure where it is needed.

You are professionally strong, but you also have a practical understanding of the everyday situation that both support staff and users are in.

You can create an overview and make professional decisions, even when there are many different considerations.

You are happy to share your knowledge and contribute to the team working according to common principles and lifting tasks together.

You can say things clearly, but do it with respect for those you are collaborating with.

You want to be part of building something and can see the value in good IT support, clear workflows, and shared documentation making everyday life easier for the entire organization.

Being bilingual in Greenlandic and Danish is an advantage, but not a requirement.

Further information can be obtained from:

If the position interests you, you are welcome to contact Department Head Ivalo Hansen Brandt for further information about the position and associated tasks at phone +299 367312 or email: ks89ivbr@sermersooq.gl

Criminal record:

This position is subject to the law requiring the collection of a criminal record. According to the law, employment can only begin once the municipality has received a criminal record. We must therefore point out that the start date can only be agreed upon once the municipality has received the criminal record from the Police.

Salary and employment conditions:

Salary and employment conditions are in accordance with the applicable agreement between the Government of Greenland, in accordance with the agreement/collective agreement in force at the time of appointment between the Government of Greenland and the relevant negotiating organization.

The employment will be subject to a 3-month probation period.

Housing:

No housing can be provided for the position.

Application:

Application marked with Job no. 723-26, and attached educational certificate and documentation of previous employment, etc. must be uploaded before the deadline expires.

How to apply:

Applications must be submitted electronically via the link at the bottom of this page, where you can attach your application and CV.