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