Service Desk Team Coordinator

Location: Malmö, Sweden; hybrid working arrangement with regular office presence and occasional international travel

Company

hirify.global provides professionally monitored security services across Europe and Latin America through a connected security ecosystem.

What you will do

• Coordinate and prioritize daily Service Desk activities, balancing incidents, service requests, and planned operational work.
• Coach and guide team members on service delivery, prioritization, processes, and effective ways of working.
• Act as the first escalation point and support the resolution of operational challenges.
• Monitor workloads, operational performance, and service levels to ensure timely delivery.
• Improve workflows, processes, collaboration, knowledge sharing, and continuous learning.
• Support capacity planning and resource coordination while aligning priorities with stakeholders and local IT teams across multiple countries.

Requirements

• Experience in an IT Service Desk, IT support, or similar IT service delivery environment.
• Previous experience coordinating operational activities, guiding colleagues, or taking a leading role within a team.
• Understanding of incident management, service requests, escalations, and service-level expectations.
• Ability to organize and prioritize competing operational demands in a fast-paced environment.
• Strong communication and interpersonal skills with a collaborative, coaching-oriented approach.
• Structured, solution-oriented mindset with the ability to create clarity and introduce improvements in changing environments.
• Interest in developing people, improving service delivery, and growing as a leader.
• Fluent English, written and spoken, is required for collaboration across the international organization.
• This is a leadership role without formal personnel responsibility.

Nice to have

• Experience with IT service management processes, continuous improvement initiatives, or coordinating distributed teams.

Culture & Benefits

• International technology organization focused on collaboration, innovation, continuous improvement, and customer-focused service.
• Opportunity to influence Service Desk ways of working and develop operational leadership skills.
• Regular collaboration with experienced colleagues and stakeholders across the organization.
• Occasional international travel is part of the role.
• A probationary period applies.