Team Lead Service Desk – End User Support Squad
About the position
The Enterprise IT domain in Telenor Shared Services is the driving force behind the successful execution of Enterprise IT deliveries in the Nordics. Specifically, end-user computing, collaboration tools, service desk, and support systems.
As Telenor accelerates its digital transformation, the need for seamless IT support has never been greater. The Service Desk Team Lead will play a pivotal role in ensuring our employees receive world-class support, enabling them to focus on delivering value to our customers. You’ll join a team at the heart of Telenor’s Enterprise IT, driving innovation, efficiency, and user satisfaction across the Nordics and beyond.
Responsibilities:
Lead and mentor a diverse service desk team, fostering a culture of collaboration and continuous improvement.
Oversee both in-house and vendor-managed service desk operations, ensuring high-quality, consistent support.
Manage vendor relationships and ensure service level agreements (SLAs) are met.
Drive automation and process improvement initiatives to enhance efficiency and user experience.
Monitor key performance indicators (KPIs) and implement actions for ongoing improvement.
Coordinate communication during major incidents or outages, ensuring transparency and business continuity.
Participate in budgeting, resource allocation, and capacity planning for the service desk.
Implement and monitor quality assurance processes for service desk interactions.
Regularly engage with business stakeholders to understand needs and align service delivery.
Oversee the creation and maintenance of knowledge base articles and self-service resources.
Ensure service desk operations comply with relevant security and data protection policies.
Report to the Director, Service Support & Tools, with opportunities to collaborate across Telenor’s Nordic business units.
Benefit from dedicated time and resources for your professional development.
Who are you?
You have 7+ years' experience in IT service desk or support roles, including 3+ years in team leadership.
You are skilled in ITIL processes and familiar with ITSM tools such as ServiceNow, Zendesk, or Remedy.
You have strong knowledge of SLA reporting and analytical to identify trends and anomalies
Experience managing vendor relationships and driving automation is a strong advantage.
You communicate fluently in English; knowledge of a Scandinavian language is a plus.
A bachelor’s degree in IT, Business Administration, or a related field is required; relevant certifications (e.g., ITIL) are an advantage.
Good to know
For questions about the position, please contact hiring Fahad Fayyaz Choudhary – Director, Service Support & Tools, +92 345 4001270 / fahad.fayyaz@telenor.com
Application deadline: 24/12/2025
The position is based in Lisbon, Portugal, and some travel is expected.
Telenor Shared Services (TSS) is Telenor Group’s Business Support organization, delivering secure, efficient and business-critical systems, services and support to Telenor entities and employees across the globe. Our core offerings span Finance & Procurement, HR, and Enterprise IT, and are powered by over 500 highly skilled professionals located in the Nordics, Pakistan, and Portugal.
By leveraging automation, AI, cross-unit collaboration, and new technologies, we enable simplification, reliability, and high user satisfaction. Our mission is to empower Telenor Group as a whole to focus on its core business, while we deliver the backbone of operational excellence.