Interim Operative Service Desk Manager

Sweden | Sept. 21, 2026

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Company: Sway Sourcing Sweden Aktiebolag

Country: Sweden

Type: Hybrid remote

Employment: Contract

Description: Interim Operative Service Desk Manager

We are looking for an experienced and driven Operative Service Desk Manager for an interim assignment in Haninge. The role suits you who want to combine operational work in the service desk with work management, improvement work and development of support processes.

You will be a central part of a small service desk team and will have the opportunity to influence working methods, case flows and quality in the daily delivery. During the assignment, the business will also introduce a new case management system, which gives you the opportunity to contribute to the development of, among other things, categorization, flows and follow-up of SLAs and OLAs.

💼 About the role

As an Operative Service Desk Manager, you work both practically in the service desk and are responsible for leading and optimizing the daily work, without formal personnel responsibility.

The team consists of five employees including the Service Desk Manager and handles support via phone, case management system, walk-in and onsite support.

You will, among other things:

    

Work operationally in the service desk and support users in their daily work.

    

Ensure correct prioritization and efficient handling of incoming cases.

    

Ensure that SLA, OLA and agreed working methods is followed.

    

Analyze load and bottlenecks and propose and implement improvements.

    

Lead, supervise and support the team in the operational work.

    

Plan the work and ensure a functioning staffing and resource distribution.

    

Work with the development and streamlining of the service desk's processes and way of working.

    

Be operationally responsible for the case management system and contact with the system supplier.

    

Follow up results and identify improvement opportunities.

    

Represent the service desk in operational forums and collaborate with internal and external parties.

🎯 We are looking for you as

To be relevant for the assignment, you need have:

    

Several years of documented experience working within IT Service Desk.

    

Experience with case management systems.

    

Good understanding of ITIL processes.

    

Documented good collaboration skills.

    

Understanding of IT support routines and a technical background in hardware, software and network support.

    

Ability to work independently, structured and solution-oriented in an operational environment.

You need to be confident and communicative and able to maintain structure and quality even when the workload is high.

⭐ Meritorious

It is particularly meritorious if you have:

    

Implemented improvement work within the IT Service Desk with documented results.

    

Developed processes and working methods within the service desk.

    

Experience in leading a service desk or other technical support operations.

    

Experience in operational work management.

    

Worked with the development and follow-up of checklists, SLA and OLA.

    

Had operational responsibility for a case management system.

🤝 Personal characteristics

We are looking for you who are stable, initiative-taking and service-oriented. You enjoy taking responsibility and pushing the work forward while having a pedagogical approach and being able to coach and support colleagues.

You have a problem-solving attitude, can handle several parallel tasks and keep calm even in fast-paced situations.

📍 Location: Haninge 📅 Period: 28 September 2026 – 29 January 2027, with the possibility of extension ⏱️ Scope: 60–100% 🏢 Working model: Hybrid – work on site Monday–Wednesday at 08.00–17.00, other time remotely by agreement

Sway Sourcing is an innovative recruitment partner that specializes in matching the right talent with the right company – quickly and efficiently. Our main focus is within Finance, Administration, HR, Marketing and IT, but we also have the broad expertise and flexibility required to deliver tailored recruitment solutions in all industries.

Despite being a relatively new player, we have already built trust with many of Sweden's largest companies and work both nationally and internationally. With bases in Sweden and Spain, we offer a unique combination of local expertise and global reach. Our strong network and deep industry insights make us an obvious partner for companies that want to be one step ahead in their recruitment.

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