{"id":2303726,"url":"https://alion.io/job/alma-media-service-devops-lead-support-helpdesk-services","title":"Service DevOps Lead – Support & Helpdesk Services","company":{"id":19144,"name":"Alma Media","domain":"almamedia.fi","url":"https://alion.io/company/alma-media","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ReachMee","truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sweden"],"countries":["SE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":159000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":982},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left Security","optional":false}],"status":"live","first_seen_at":"2026-10-11T22:03:50Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-24T18:53:22Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Do you want to lead and modernize an IT support ecosystem that our employees rely on every day? Join us as a Service DevOps Lead and take ownership of Support & Helpdesk Services, shaping fast, human, and intelligent support across our entire organization. This role owns our entire IT support ecosystem. Service desk, on-site and remote support, self-service, automation, knowledge, and multi-vendor coordination. Your goal is simple. Make help easy to get, fast to resolve, and continuously improving. You will also be a key driver of innovation avia adoption of AI-powered support technologies, automation, and modern support models.\nWhat you’ll get to do:\nOwn the end-to-end Support, Helpdesk and on-site service lifecycle, defining the roadmap and evolving the operating model\nLead service desk, remote support and on-site operations, ensuring reliable and consistent service across locations\nGovern multi-vendor support across L1 to L3 and on-site teams, driving seamless collaboration and continuous improvement\nDrive automation, shift-left, self-service and AI-enabled capabilities to improve speed, efficiency and user satisfaction\nUse service reviews, analytics and performance insights to improve service quality, stability and cost transparency\nCoordinate major incidents and communicate clearly with stakeholders\nEnsure consistent on-site processes for onboarding, offboarding, troubleshooting, equipment handling and installation, working closely with facilities and workplace teams\nOwn end-user asset management and lifecycle renewal\nMaintain ITIL-aligned processes and ensure security, privacy and audit compliance\nOwn outsourced support and operational budgets, including forecasting, optimization and vendor negotiations, while staying hands-on when needed\nYou are a strong match if you have\nStrong understanding of IT support models L1 to L3, service desk operations and ITIL processes\nExperience managing outsourced or multi-vendor support environments. Ideally international scope\nITSM tools experience. ServiceNow, Jira Service Management or similar, ITIL knowledge\nAn innovation mindset with real skills in automation, workflow orchestration, knowledge management and analytics\nClear communication in English and strong stakeholder management\nFinancial literacy and confidence in budgeting and cost optimization\nSolution oriented, with a pragmatic, results-driven approach to problem solving\nTypically 5+ years in IT support or service management. At least 2 years managing outsourced or multi-vendor services internationally\nThis role matters because you genuinely shape how every employee experiences support in their daily work. You’ll have the chance to modernize how we operate, bringing in automation, AI and better ways of working where they make sense. And since the role spans multiple partners and locations, you’ll have real ownership and influence in how our support model evolves.\nJoin Alma - where courage grows together\nAt Alma, we foster a culture of collaboration, courage and trust, where everyone is accepted for who they are. We challenge ourselves to try new things, experiment, drive innovation and learn from mistakes.\nFor us, courage isn’t just about big heroic moves. It’s about the small, everyday moments: voicing your opinion, trying something new, learning from failure, and growing beyond what feels comfortable.\nWe promise you:\nFriendly culture where you can be exactly as you are \nWe value work-life balance and support your wellbeing with good benefits.\nA job with purpose and impact \nYou get to work with our well-known brands, which are trusted by millions of people every day, especially when they make life’s most important decisions.\nGrowth powered by AI \nYou’ll have access to relevant AI-powered tools and continuous learning opportunities that accelerate your professional growth.\nIf you’re excited by change and curious about how AI can reshape the way we work, you’ll thrive at Alma. Because at Alma, courage grows together.\nHow is it like to work at Alma and what kind of benefits do we offer: https://www.almamedia.fi/tyopaikat/\nGot interested? Please submit your application and CV by 25.10.2026. For more information about the position, contact Head of Group IT Operations Jan Drašnar (). We work in a multi-location and flexible manner, and this role is based in our Helsinki office in Finland.","description_format":"text","description_chars":4391,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Finland","iso":"FI","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Digital Media"],"lifecycle":[{"event":"open","at":"2026-10-11T22:03:50Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.87,"p_room":0.9,"age_days":12,"expected_fill_days":27,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/alma-media-service-devops-lead-support-helpdesk-services","json_url":"https://alion.io/job/alma-media-service-devops-lead-support-helpdesk-services.json","meta":{"generated_at":"2026-10-24T20:38:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30093,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19144},"rest":"https://alion.io/mcp/rest/get_company?id=19144"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falma-media-service-devops-lead-support-helpdesk-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falma-media-service-devops-lead-support-helpdesk-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falma-media-service-devops-lead-support-helpdesk-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alma-media-service-devops-lead-support-helpdesk-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falma-media-service-devops-lead-support-helpdesk-services"}]}