Subject Matter Expert for Service Desk and IT Service Deliveries

Professional Responsible for Service Desk and IT Service Deliveries

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

The Municipality of Sermersooq is in the process of strengthening IT and Digitalization. We want more internal knowledge, clearer workflows, and a 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 are eager to take independent professional responsibility for how the support functions and develops.

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

About the position:

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

You must ensure that there are clear and uniform 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 only reside with individual employees.

You will have a professionally coordinating role in the support team and become a central sparring partner for colleagues. At the same time, you will have a cross-functional role between 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 Service Desk and 1st line support and for following up on the quality of daily support delivery.

You must ensure clear prioritization and escalation paths and coordinate cases that cross the support, other IT functions, and external suppliers. For larger, critical, or complex cases, you must ensure that the case is prioritized, coordinated, and handled at the right level.

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

Additionally, you must develop and maintain workflows regarding, among other things, user access, onboarding, and offboarding, equipment, and other service orders related to Service Desk.

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

Part of the role is also to follow up on collaboration with external suppliers and help 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 over more tasks.

Professional responsibility:

The position is without personnel responsibility but with an independent and cross-functional professional responsibility for 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.

You can prioritize and escalate support cases within the established organizational framework, set requirements for documentation and quality, and coordinate the professional task resolution between the support team, other IT functions, and external suppliers.

At the same time, you must follow the development in support delivery and be able to identify needs for changes in workflows, tools, and services and make recommendations to the department management.

We envision that you:

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

You have a solid practical understanding of IT support and user assistance and 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 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 sparring 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 with 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 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 will work according to and help build more internal knowledge, better documentation, and a more uniform IT service.

You will have a broad contact surface and will collaborate closely with colleagues, management, employees, system owners, and external partners.

About you as a person:

You thrive with responsibility and creating structure where needed.

You are professionally strong but also have a practical understanding of the everyday life that both support staff and users face.

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 express things clearly but do so with respect for those you collaborate with.

You are eager to help build something and can see the value in good IT support, clear workflows, and shared documentation making everyday life easier for the entire organization.

If you are bilingual in Greenlandic and Danish, it is an advantage, but not a requirement.

Further information can be obtained from:
If the position interests you, you are welcome to contact for further information about the position and associated tasks to department manager Ivalo Hansen Brandt, tel. +299 367312 or email: ks89ivbr@sermersooq.gl

Criminal record:
This position is subject to the law on the obligation to obtain 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 Greenland Self-Government, according to the agreement/contract in force at the time of commencement between the Greenland Self-Government and the relevant negotiating organization.

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

Housing:
No staff housing can be provided for the position.

Application:
Applications marked withJob no. 723-26, and attached educational certificates and documentation for previous employment, etc. must be uploaded before the deadline.

How to apply:
Applications must be sent electronically, via the link at the bottom of this page, where you can attach your application and CV.

Note:
We do not accept applications in paper or emails, please send your application electronically via the job posting.

Application deadline: August 20, 2026