Global service desk manager

Global service desk manager

Kemira is a global leader in sustainable chemistry for water intensive industries. For more than 100 years, our chemistry has advanced human progress and quality of life. We call it chemistry with a purpose, better every day. At Kemira, we foster a collaborative and inclusive work culture that empowers our employees to thrive and make a difference. Learn more about Kemira at www.kemira.com/careers. 

Interested in providing world class IT support services and working with modern technologies in a global company in the chemicals industry? We are now looking for service desk manager to be responsible for our global service desk.

Kemira global service desk is a virtual service desk working 24/7 in follow-the-sun principle. The service desk teams provide IT support for Kemira end users and they work in hubs in APAC, EMEA and Americas regions.

In this role the global service desk manager you will be responsible for:

• Owning the concept of the global service desk and being responsible for the 24/7 global virtual service desk

• Designing the global working methods and processes, enabling a professional and efficient support and ensuring good end-user satisfaction

• Ensuring that the global processes and tools are used by all service desk teams and the collaboration between the teams is good

• Ensuring that employees working in the global IT service desk have knowledge they need to work efficiently, with a good quality and comply with Kemira IT’s global processes.  You’ll also ensure open and equal knowledge sharing between global support teams and individuals

• Supporting the service desk agents and the team leads in work procedure and tools related questions and working closely with IT service managers, specialists and operation’s managers

What you’ll bring to the team:

• You have a positive mindset combined with get-things-done attitude

• You have very good management and communication skills and are experienced in working with people from different cultures and back-grounds

• You have back-ground in service desk or customer service and are very familiar with the processes related to the end user support

• You have the ability to work under pressure in a sometimes hectic global environment

• Preferably you have at minimum a bachelor’s degree in suitable field (e.g. Information Technology)

• You are familiar with service management tools, preferably ServiceNow

• You communicate fluently in English

What you can expect from us:

• Global impact: Be part of a multicultural global team supporting and implementing new capabilities for a global organization

• Experienced teammates and skilled co-workers

• Relaxed yet focused working environment

• Independency in defining your work/life -balance

• Competitive salary and benefits

This position is preferably located in Helsinki or other Kemira location in EMEA region. You have flexibility to organize your work between office and remote, in a hybrid work culture. 

Ready to create better every day? Join Kemira!
For more information, please contact Tuija Raukola, Senior Manager, IT End user services, +358 40 637 0707 in April 15 between 13-15:30 or April 17 at 9–11 EET.

Kemira is a global leader in sustainable chemical solutions for water-intensive industries. Our customers include industrial and municipal water treatment operators, and pulp & paper industry among others. We provide the best-suited products and services to improve our customers’ product quality, process, and resource efficiency. Our focus is on water treatment, renewable solutions, and digital services. In 2023, Kemira had annual revenue of around EUR 3.4 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd. For more information, please visit our web site www.kemira.com/careers and LinkedIn.