Service Desk Team Lead

MacGregor – Let's shape the future together

The Service Desk Team Lead is responsible for leading and developing the internal IT Service Desk, which supports approximately 2,000 employees globally. In this role, you will oversee a team of IT professionals to ensure the consistent delivery of high-quality support while championing continuous improvements in service quality, operational efficiency, and the overall user experience. 

You will manage day-to-day operations, providing essential mentorship and technical guidance to team members while ensuring that performance consistently aligns with established SLAs and ITIL practices. 

You will act as a vital link between the Service Desk, local IT leads, technical specialists, application owners, and third-party providers. Ultimately, this role is dedicated to fostering a cohesive and reliable support environment that delivers user-centric IT services across the entire organization.

More tasks and responsibilities

• Lead, mentor, and develop a global team across Shanghai and Gdansk
• Foster a culture of ownership, accountability, and continuous learning while managing schedules, workload distribution, and seamless regional handovers
• Oversee daily operations, ensuring timely resolution of Incidents, Service Requests, and Major Incidents
• Act as a hands-on expert for high-impact cases, lead post-incident reviews, and maintain strict adherence to ITIL practices (Incident, Request, Problem, Change, and Knowledge Management)
• Manage the ServiceNow ecosystem by maintaining accurate dashboards, SLA metrics, and assignment rules
• Collaborate with the Product Owner to drive automation and provide regular performance reports and insights to IT leadership
• Drive "shift-left" initiatives through enhanced self-service and documentation
• Partner with Infrastructure, Application owners, and external vendors to resolve recurring issues, improve workflows, and communicate effectively with business stakeholders

Reporting directly to the Manager, Service Management & Service Desk located in Helsinki Finland. The position will be based in MacGregor’s office in Gdansk, Poland.

What you’ll need to succeed

As the IT Support Team Lead, you will drive a high-performing service desk, combining technical expertise with exceptional customer service. This proactive role requires a leader with emotional intelligence and technical rigour to cultivate ownership and align service delivery with global ITIL standards. Beyond operations, you will strategically partner with the business, using ServiceNow data to optimize workflows and champion continuous improvement for end-user technology.

Ideally you have

• Strong understanding of ITIL 4 practices and hands-on experience utilizing ServiceNow for dashboards, SLA reporting, automated workflows, and knowledge management.
• Solid knowledge of end-user technologies including Windows, GSuite/O365, macOS, Intune, VPN, MFA, and Active Directory.
• Proven track record in leading and mentoring IT support teams through coaching, performance management (1:1s), and fostering a high-ownership, customer-centric culture.
• Experienced in SLA tracking and ticket analytics to drive trend analysis and systematic service improvements within fast-paced, high-demand environments.
• Strong communication and stakeholder engagement skills, with the ability to manage expectations, resolve conflicts, and remain decisive during major incidents.
• Fluency in both written and spoken English

Why MacGregor?

Our people are behind every success. People create the technology and product lifecycle solutions that make us great, our people are the ones who innovate, and people drive our business forward. With us you will be part of an international collaborative working culture with challenges and opportunities to further develop yourself professionally. We enable sustainable global maritime operations by maximizing efficiency in cargo and load handling. 

Values guide our work

• Integrity steers all our thinking, behaviour and the relationships with our customers and other stakeholders
• Quality is valued in our processes, products and services and helps to improve our customers’ performance and our own competences
• Safety is essential in everything we do

MacGregor is an equal opportunity employer. We recognise that diversity is key to our continued success, and strive to maintain a fair and equitable recruitment process for all applicants.

Additional information

Do you have questions regarding the role? Please contact Ashish Bartwal, Manager, Service Management & Service Desk at ashish.bartwal@macgregor.com

Kindly note that we will only review CVs and applications submitted in English through our recruitment portal. Unfortunately we do not consider CVs sent per email.

If you are ready to step into an exciting new role where you can make a significant impact and contribute to the success of MacGregor, apply today!