IT Service & Support Manager

Job Description

On our path to becoming the world's favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace a hypergrowth atmosphere and defy their own expectations. As an IT Service & Support Manager, you will work with leading and developing the members in our IT-support team, ensuring that work and delivery meets the required quality. This role includes doing both hands on technical support as well as the managing part in coaching and supporting the other team members in career navigation and development of their skills, meaning this is not like a traditional operational manager role. The team's high customer focus will let you use your existing technical and service skills and develop the team's combined skillset. You will work closely with other teams in Klarnas internal IT department to ensure that we deliver the best productivity experience possible to our Klarnauts all around the world.

Examples of tasks for this role would include but not limited to:

• Train and develop team members’ skills and ensure that the quality and overall progress of the teams work meets the requirements
• Help team members to develop, build and master competence knowledge by sharing best practices, suggesting and organizing trainings
• Coach and give feedback to support team members’ development to increase performance
• Responsibility of leading performance enablement talks and career growth
• Be able to assist with technical issues and ensure that the users issues are investigated, solved or escalated and redirected to the correct team
• Work on identify trends and issues proactively, including finding ways to improve the process
• Documenting and sharing knowledge instinctively

Who you are:

• You have good knowledge of leading and developing people in a team as a team lead or other type of leading role.
• You have previous experience of Service desk/IT support work, know how to troubleshoot, solve issues and work with customers.
• Experience working with SaaS-applications, MacOS, Windows, and Android, ticketing system (we use Jira) and Google Workspace.
• You have excellent verbal and written communication skills in the English language.
• Please Note: We are unable to offer any relocation support for this position. However, we will gladly assist with work visa applications where required.

How to apply: Please send us your CV in English. What we offer: Diversity & Community With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success. Ownership & Impact Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space. Trust & Collaboration Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together. If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success. At Klarna, You can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year. Flex it up!  Additionally, we’re providing each Klarnaut with a contribution and equipment to improve this flexible work life. Use it to glow up that personal home office space, or upgrade those work accessories. Challenges & Rewards We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we’ve got you covered. About Klarna Since 2005 Klarna has been on a mission to revolutionize the retail banking industry. With over 90 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by helping them save time and money while better managing their cashflow and making informed decisions. Over 250,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store. With over 5,000 employees, Klarna is active in 20 markets and is one of the most highly-valued private fintechs globally, with a valuation of $45.6 billion. For more information, visit Klarna.com It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion. Please refrain from including your picture and age with the application. Apply for this job