Team Manager – Service Desk Backoffice (Process Delivery)

Do you want to lead an international team that shapes how Service Desk and Operations deliver services across countries? 

As Team Manager for Service Desk Backoffice in Atea, you will play a key role in building a more structured, efficient, and scalable service delivery. You will lead a cross-country team and help strengthen how we work – across processes, documentation, and daily operations. 

About the role 

Service Desk Backoffice is a shared team supporting Service Desk and Operations across multiple countries. The purpose is to create a highly efficient, harmonized, and consistent service production through common processes and ways of working. 

In this role, you will lead a geographically distributed team of around 12 employees. You will combine operational leadership with development work – ensuring stability in daily deliveries while continuously improving how we work. 

You will collaborate closely with AMS Service Desk, Operations, and other stakeholders to ensure strong flow, structured processes, and high-quality delivery across services. 

Backoffice is a flat organization where responsibilities are shared and dynamic. As a manager, you lead by example – contributing both strategically and hands-on when needed. You will also be part of a broader setup working to standardize how we deliver Service Desk and Operations services across countries. 

Your work will directly impact how efficiently and consistently Service Desk and Operations deliver services across the organization. 

What you will be responsible for 

• Lead, coach, and develop a geographically distributed Backoffice team (~12 employees) 
• Ensure structured and efficient day-to-day operations (task allocation, follow-up, administration) 
• Ensure high quality in processes, documentation, and knowledge management 
• Drive continuous improvement initiatives across processes and delivery 
• Identify opportunities to further develop Backoffice services 
• Collaborate closely with AMS Service Desk, Operations, and customer stakeholders 
• Support and ensure high-quality onboarding of customers and services 
• Ensure that new ways of working are implemented, anchored, and followed up 

Who we think will thrive in this role 

You enjoy combining leadership with hands-on involvement. You create structured, work proactive, and are comfortable taking ownership across a broad scope of responsibilities. 

You are motivated by improving how things work and creating value for both customers and colleagues. 

You enjoy building collaboration across teams and are able to lead remotely and build engagement across locations 

You are comfortable leading in a flat organization with shared responsibilities 

Travel will be required as part of the role. 

Qualifications 

Must-have 

• Experience from a Service Desk or similar IT service environment 
• Proven leadership experience (team lead or people management) 
• Strong understanding of structured service delivery and process work 
• Knowledge of Knowledge Management practices 
• Experience with Service Management tools (e.g. ServiceNow) 
• Experience with customer onboarding and structured service delivery 
• Strong communication skills in English 

Nice to have 

• Experience within IT Service Management 
• Understanding of ITIL framework 
• Internal tools, systems, and ways of working 
• Further development within ITIL and service management practices 

What you get with us 

In this role, you get real influence on how services are delivered across countries and teams. 

You will get: 

• Responsibility for an international team and cross-country delivery setup 
• Opportunity to shape processes and ways of working used across multiple countries 
• Close collaboration with Service Desk, Operations, and key stakeholders 
• A role combining leadership, operations, and development 
• A collaborative environment where teams work closely and support each other 

At Atea, you don’t work alone – you work shoulder to shoulder with colleagues across teams and countries.

Practical information 

• Location: Riga, Drammen, Trondheim, Joensuu, Malmö, or Copenhagen 
• Start date: As soon as possible 
• Application deadline: September 1, 2026 
• Applications are reviewed continuously 

For questions, please contact: 

Director Service Desk Backoffice, Anders Pontusson 

📧 anders.pontusson@atea.se 

All applications must be submitted in English. 

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