Service Desk Lead ITOT
- Applications are considered on a rolling basis
- Tallinn
- Hybrid
Position Overview:
We are seeking an experienced ITOT Service Desk Lead to oversee the daily operations of the service desk that supports both Information Technology (IT and Operational Technology (OT) environments. This role ensures timely and effective issue resolution, especially in critical ITOT systems. You will manage a team responsible for resolving technical issues, maintaining service levels, and ensuring minimal downtime for IT and OT systems. Additionally, the role includes on-call duty to address critical incidents outside of regular business hours, ensuring 24/7 system availability.
Key Responsibilities & Accountabilities:
- Lead the ITOT service desk team in providing front-line support for IT and OT systems, including hardware, software, networks etc.
- Incident and Request Management: Oversee ticketing and issue resolution for both IT and OT service desk requests, ensuring incidents are managed according to SLAs.
- Participate in a rotating on-call schedule to ensure 24/7 availability for critical system issues and emergencies. This is in cooperation with our hosting partner. Initiate and participate in major incident management when required or initiate MIM process.
- Serve as the escalation point for high-priority incidents during both regular hours and on-call periods, ensuring rapid resolution and minimal downtime for critical infrastructure.
- Train, mentor, and develop service desk staff, ensuring they have the necessary skills to troubleshoot both IT and OT systems.
- Act as a liaison between IT, OT, and engineering teams to streamline problem-solving and ensure optimal system performance.
- Implement ITIL-based service management processes (incident, problem, and change management), ensuring alignment with both IT and OT requirements.
- Monitor key performance metrics such as ticket resolution times, system uptime, and user satisfaction. Provide regular reports to senior leadership on service desk performance. Report monthly on departmental KPIs.
- Business Continuity: Support disaster recovery and business continuity planning for both IT and OT environments, ensuring protocols are followed in case of emergencies.
- Documentation and Knowledge Base: Ensure the creation and regular updates of knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs) specific to ITOT support. Team effort in alignment with Digital and IT Team.
- Participate in IT initiatives before/during/after changes, new services, or solutions (i.e., monthly patching health check or hyper care support)
- Implement continuous improvement processes to enhance the efficiency and effectiveness of service desk operations.
- Collaborate with cross-functional teams to implement and manage service desk processes and procedures.
- Liaison and contract manager for vendors/3rd parties (where applicable)
- Drive prioritization, budgeting, invoicing, resourcing and personnel
- Solve requests (~30% of the time)
Required Qualifications:
- Bachelor Degree in information Technology, computer science or relevant experience. Preferably experience from leading a Service Desk
- Minimum 5+ years of experience in IT or OT service desk management, with at least 1 year in a leadership role
- ITIL Foundation V3/4, or comparable certification/training
- Experience of leading/guiding/mentoring IT colleagues
- On-call experience: Prior experience managing or participating in an on-call rotation, addressing after-hours system issues, and minimizing downtime for critical systems is a plus
- Knowledge of with service management platforms Atlassian Suite (Confluence/Jira) is a plus
- Experience of leading/guiding/mentoring IT colleagues
- Articulate & methodical approach to problem solving
- A positive and proactive “can do” approach with ability to work on own initiative or as part of a team
🌟 Join Our Team and Dive into the Perks! 🌟
At Hurtigruten, we believe in making work as exciting as it can be. Here's what we offer:
- Time to Unwind Say hello to 6 extra days off on top of your 28-day annual vacation. Your well-being matters!
- Stay Fit, Stay Insured Enjoy a flexible benefits package that includes sports compensation. Stay active, stay healthy! Or we've got you covered with extra health insurance. Your health is our priority.
- Learn and Grow Get support for your language learning journey. Expand your horizons with us.
- Success Breeds Rewards Your hard work pays off with commission based on your sales. Your success, your earnings!
- Voyages of a Lifetime Enjoy fantastic staff benefits for our company's voyages. Pack your bags, we're going places!
- Positive Vibes Only Immerse yourself in our friendly, positive, and fun atmosphere. Work doesn't have to feel like work!
- Ambition Meets Enthusiasm Be surrounded by enthusiastic and ambitious colleagues. We're all in this together!
- Health and Wellness Hit the gym and relax in our sauna right here in the office. Stay fit, stay zen.
- Party Time! Join in on different team and company events - Annual Gala, Health Month, and more. Let's celebrate together!
- World at Your Feet Experience a truly international working environment and carve your career path. The world is your oyster!
Work with great people
Skills & Requirements
Key Competencies:
- Customer Service oriented: delivering results and meeting customer expectations
- Excellent communication skills and structured way of working
- Very good written and verbal communication skills in English, and preferable another Scandinavian language
- Good social skills, people person and Team oriented
- Analytical and a problem solver
- Ability to remain calm and effective under pressure, especially during critical incidents or while on-call.
- Strong commitment to providing excellent service, ensuring user satisfaction, and minimizing system downtime. Self-driven and independent.
Great Place to Work
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Play your part
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Inspire the Adventure
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Make tomorrow better
About the company
Hurtigruten is one of the world’s great journeys, sailing and caring for the Norwegian coast since 1893. We are proud to be a national icon for generations of Norwegians and to have a special place in the hearts of our guests from around the world.
Our Original voyages connect 34 coastal communities. It is the classic way to travel the Norwegian coast as a local and has rightly become known as ‘The World’s Most Beautiful Voyage’.
To mark our 130-year anniversary, we launched an exclusive range of Signature cruises. These premium sailings showcase our favourite places of Norway’s coast with several hours spent in each port.
Quick overviewWe've been caring for our coast for 130 years and want to do whatever we can to help protect it for another 130 years and more. We’re creating sustainable travel experiences, striving to keep our footprint small and impact lasting.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.
EmissionsCurbing greenhouse gas (GHG) emissions is crucial if we are to keep global warming in check. We know that the travel industry has work to do reducing its impact on the climate, so we’ve set out ways we can make a real difference by focusing on concrete, measurable solutions.
PeopleOur employees are at the heart of who we are. They’re the people who drive our business forward, the faces that guests see on board our ships, and the advocates for our brand.
CommunitySince 1893 we have been a lifeline on the Norwegian coast. The route we founded binds the country together, transporting people and delivering goods. Travel and tourism a catalysts for value creation in the beautiful local communities we are so lucky to visit and cooperate with.
Hurtigruteni sihtasutusSihtasutus on spetsialiseerunud ohustatud liikide kaitsele, mere- ja plastireostuse vastasele võitlusele.
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