Arbetsbeskrivning

We offer you

ITS at the Stockholm School of Economics (SSE), technology is a critical enabler for world-class education, research and administration. As digitalization, automation and AI continue to transform the way people work, we are investing in the next generation of support services and digital workplace experiences.

We are now looking for a Support & Digital Workplace Manager to lead and develop our Support team within IT Services. The support team is split into 4 functions with separate responsibilities, AV and lecture hall, ServiceDesk, ExEd support, and Student IT Support.

This is a unique opportunity to combine people leadership, service management and digital transformation in an international and knowledge-driven environment. You will have a central role in shaping how support services evolve and how SSE leverages automation, self-service and AI to improve the user experience and increase organizational productivity.

As part of the newly established leadership structure within IT Services, you will have significant influence over the future development of support services and the digital workplace at SSE

About the Role

This is an opportunity for a leader who is equally comfortable managing daily operations while driving longer-term transformation initiatives.

You will lead SSE's Support team and be responsible for ensuring a high-quality user experience for students, faculty and staff. At the same time, you will drive the development of support services, processes, self-service capabilities, and AI-enabled ways of working.

The role is expected to remain actively involved in operational support delivery and end-user services while providing leadership and direction for the wider support function.

The support function plays a vital role within IT Services, supporting users across a broad range of technologies, platforms and workplace services including Microsoft 365, identity and access management, endpoint management, collaboration tools and end-user support.

Responsibilities

• Participate actively in Service Desk operations and end-user support.
• Lead, coach and develop the Support team, including performance reviews, staffing and responsibility for the work environment.
• Plan and prioritize daily operations, balancing workloads and ensuring timely resolution of support requests.
• Monitor service quality, user feedback and performance metrics, and turn findings into improvements.
• Improve service levels and the overall user experience by developing support processes, documentation and knowledge sharing, using user feedback and service metrics to drive continuous improvement.
• Develop self-service and automation and support the effective use of AI-enabled tools where they add value.
• Work with students, faculty and staff to understand their needs and identify improvements to digital workplace services.
• Coordinate with colleagues across infrastructure, development and security to resolve issues and improve services.

Your profile

We are looking for an engaged and forward-thinking leader with a strong user focus and a passion for continuous improvement.

You understand what excellent support looks like and have the ability to develop both services and people in that direction. You enjoy creating structure, building high-performing teams, and driving change in a collaborative environment.

You are curious about emerging technologies and see AI, automation, and modern workplace solutions as opportunities to enhance both employee experience and operational effectiveness.

You are a strong communicator who can build trust across technical and non-technical stakeholder groups and translate business needs into practical solutions.

Requirements

• Experience leading, coordinating or developing IT support, service desk or end-user services.
• Experience working with IT Service Management principles and processes.
• Experience driving operational improvements and service development initiatives.
• Experience managing stakeholders and working closely with business users.
• Strong understanding of Microsoft 365 and modern workplace technologies.
• Experience using data and service metrics to improve performance.
• Excellent written and verbal communication skills in English
• Written and verbal communication skills in Swedish

Meritorious

• Experience leading support or workplace transformation initiatives.
• Experience as a manager with formal responsibility for employees, preferably within IT support, service desk or end-user services.
• Experience implementing or supporting Microsoft Copilot, Power Platform or other AI-enabled workplace tools.
• Experience with automation, self-service platforms or service optimization.
• Experience from higher education or other knowledge-intensive organizations.
• ITIL certification or equivalent service management training.
• Experience leading change management initiatives

Other

This is a full-time, permanent position with an initial six-month probationary period. The position is based in central Stockholm. Start date is as soon as possible.

The position may become subject to security clearance requirements. If applicable, employment will be conditional upon successful completion of the required screening process.

We encourage you to apply promptly as we are actively reviewing applications on an ongoing basis.