IT Service Desk Teamlead, Novonesis at Novonesis · Hørsholm

IT Service Desk Teamlead, Novonesis

Location: Hørsholm, Gammel Venlighedsvej · No

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Are you an experienced people leader who is passionate about building high-performing IT support teams and delivering seamless digital experiences? At Novonesis, we are looking for a Team Lead to lead our Denmark-based ITSM ServiceDesk team and take full leadership responsibility for the people, performance, and day-to-day operation of Local IT support.

In this role, you will be the leader of the Danish ServiceDesk team — setting direction and goals, developing your team, and owning the results your team delivers to employees across the organization. Working in a global ITSM environment, you will combine people leadership, operational management, and service excellence to ensure that the Service Desk consistently meets its targets and continuously raises the standard of IT support across Novonesis.

The Role & Your Impact

As Team Lead for the ITSM ServiceDesk in Denmark, you will lead a team of 12 ServiceDesk supporters plus a group of student assistants. You hold full personnel responsibility for the team and are accountable for both the wellbeing and the performance of your team. You set the goals, you build the team, and you own the outcomes.

You are responsible for the full people-leadership cycle — from recruiting the right talent and onboarding new colleagues to coaching, developing, and following up on performance, so that every team member knows what is expected and has what they need to succeed.

Beyond leading people, you own the operational delivery of the team: staffing and shift coverage, workload prioritization, escalation handling, and adherence to agreed service levels. You translate the Global ITSM strategy into clear team goals, track performance through ServiceNow analytics, and act on the data to keep improving.

Your key leadership responsibilities include:

• Lead, motivate, and develop a team of 12 ServiceDesk supporters and student assistants through regular one-to-ones, feedback, and structured development conversations.

• Set clear team and individual goals aligned to Global ITSM targets, and manage performance against defined KPIs such as SLA compliance, First Contact Resolution, CSAT, and escalation quality.

• Own workforce planning, recruitment, and onboarding to ensure the right capabilities and coverage on the team.

• Recognize and grow strong performers, and follow up constructively when performance or collaboration needs to improve.

• Manage rotations, shift coverage, and daily prioritization so the Service Desk consistently meets its service levels throughout the working day.

• Act as the escalation point for complex or sensitive cases, and safeguard the quality and consistency of the support your team delivers.

• Represent the Danish ServiceDesk toward Global IT, resolver groups, and business stakeholders, and coordinate closely with peer team leads across the global hubs.

• Use ServiceNow reporting to monitor trends, remove recurring issues, and drive service improvement within the team.

• Enable team members to take part in projects and in improving ways of working, balancing this with daily operational demands.

What You'll Need to Be Successful

To succeed in this role, you bring proven people-leadership experience combined with a solid background in IT support and service management.

We imagine that you have a degree, certification, or equivalent background within Information Technology, Computer Science, or a related discipline, combined with experience from IT support, ServiceDesk operations, or similar customer-facing IT functions. As a minimum, we require 5 years of experience managing a team of at least 8 people.

Just as important as your experience is how you lead. You have strong people skills and a high level of emotional intelligence: you build trust, read people and situations well, and adapt your leadership to the individual. You set clear expectations, handle difficult conversations with respect, and use service management data to steer your team and its results.

In addition, you possess:

• Strong people skills and a high level of emotional intelligence.

• Experience with recruitment, onboarding, coaching, and developing team members.

• Strong goal-setting and performance-management skills, with the ability to turn KPIs and analytics into action.

• Excellent stakeholder management and communication skills, and the ability to explain technical topics to non-technical audiences.

• A calm, fair, and solution-oriented leadership style, especially in high-pressure situations.

• Fluent Danish and English, both written and spoken.

• A strong sense of ownership and accountability for your team's performance and results.

Additional Skills & Interests We Value

Experience leading teams in global organizations and complex enterprise environments would be an advantage, as would knowledge of ITIL principles and best practices and hands-on experience with ServiceNow. We also value experience with workforce planning, shift-based operations, and participation in service improvement, digital workplace, or IT transformation programs.

Additional language skills and experience collaborating across cultures and time zones are also considered valuable.

What We Offer

At Novonesis, you will become part of a global IT organization that plays a critical role in enabling business performance and innovation. As Team Lead, you will have real ownership of your team and its results, with the mandate to shape how Local IT support is delivered in Denmark and the opportunity to influence the wider global ServiceDesk.

We offer a collaborative and international work environment, leadership development opportunities, exposure to global IT initiatives, and the chance to build and grow a team that makes a difference for employees worldwide. You will join an organization that values people leadership, knowledge sharing, continuous improvement, and a strong commitment to service excellence.

Ways of Working / Working Conditions

You will lead a Denmark-based team while working in a highly collaborative international environment, with close interaction across Global IT functions, peer team leads, and business stakeholders worldwide. The role combines hands-on team leadership with daily operational management and requires regular engagement with users and stakeholders across regions and organizational levels. As a people leader, you are responsible for the performance, development, and wellbeing of your team, and success requires a high degree of professionalism, fairness, and the ability to build trust with both your team and stakeholders across the organization.

Relevant Information

Application Deadline: 7 October 2026

Contact Information: IT service Manager Thomas Fellov Møller - thmo@novonesis.com

Location: Hørsholm/Lyngby

Our purpose guides the way

In Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we've gotten so far. And it’s how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless. If our purpose resonates with you, we encourage you to apply.

Opportunities for everyone

We are committed to an inclusive recruitment process and equal opportunity for all applicants. Therefore we ask you to apply without a cover letter or photo and instead include a few sentences in your CV explaining your motivation for applying.

We make all employment decisions based on business needs and welcome candidates with a wide range of backgrounds, including ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.

Explore other openings

If this position isn’t the right fit, you may still find other opportunities with us. You’re welcome to explore open roles or create a job agent to stay connected with future opportunities at novonesis.com/Career