GLOBAL IT SUPPORT MANAGER

Location: Malmö, Sweden (Diaverum HQ) | Travel: <10% | Reporting to: Director, IT Operations 

We are now looking for a Global IT Support Manager to lead our Global IT Support team and build a high-performing, AI-enabled support organisation for our clinics, corporate teams, and country organisations worldwide. 

About Us:

Everyone deserves a fulfilling life. That’s why we’re dedicated to enhancing the lives of renal patients.

As a global leader and the largest independent renal service provider in Europe, we have 13,000 healthcare professionals caring for around 41,000 patients across 450 clinics in 24 countries globally. We provide renal care personalized to patients’ needs and choices, offering a portfolio of treatments ranging from preventive care, haemodialysis, peritoneal dialysis and home care, to the coordination of patients’ comorbidities and holiday dialysis.

Our vision is to transform renal care, delivering and broadening access to the highest quality of kidney care for patients around the world. At the heart of what we do is our standardized care delivery model, continuously evolving digital & AI infrastructure and people caring for patients with competence, passion and inspiration.​

Headquartered in Malmö, Sweden, Diaverum is part of the M42 group of companies, a first-of-its-kind integrated health powerhouse committed to the sustainable future of health.

Get to know us: https://www.diaverum.com/en/home/

Discover our True Care culture: https://www.diaverum.com/en/about-us/our-culture/

Discover M42: https://m42.ae/who-we-are/about-m42/

About the role:

This is a hands-on leadership role where you will lead and coach a team of IT technicians, ensuring high-quality support delivery year-round, while owning and continuously improving our global support processes and Service Desk operations. You will help shape how we use AI, automation, knowledge management, and modern tooling to improve resolution speed, consistency, and user satisfaction. Our users include healthcare professionals in dialysis clinics around the world, as well as colleagues in country and corporate functions, meaning the work you and your team do directly supports clinical operations and ultimately patient care.

Your responsibilities: 

• Lead, coach and develop the Global IT Support team (7 team members); ensure effective planning, ways of working and stakeholder communication. 
• Own the global Service Desk operating model and processes (ticket intake, prioritisation, escalation, incident handling, communications, handovers), aligned with ITIL principles. 
• Support country organisations in adopting standardised support processes and tools, enabling consistent service quality across the group. 
• Drive incident and problem management, including trend analysis, root cause analysis and prevention in collaboration with IT Operations and application owners. 
• Lead major incident coordination and communications, ensuring timely escalation, clear updates and post-incident reviews. 
• Own knowledge management: ensure troubleshooting guides, SOPs and a searchable knowledge base are high quality, maintained and easy to access. 
• Champion continuous improvement through automation, monitoring, dashboards, and introduce and scale AI capabilities in the support process with the right governance. 
• Manage Service Desk tooling and performance reporting (SLAs/OLAs, backlog, response/resolution times, customer satisfaction), turning data into improvements. 
• Coordinate with external partners and suppliers to ensure delivery, escalation paths and SLA adherence. 
• Ensure secure operations and good practices in line with privacy and information security expectations in a healthcare environment. 

About you:

You are a service-minded leader who combines operational discipline with curiosity and improvement drive. You enjoy being close to the day-to-day, but you also think systematically, building processes, standards and tools that scale globally. 

Required experience & skills: 

• Several years’ experience in IT support/service desk operations, including minimum 2 years of direct people management. 
• Strong technical understanding of end-user computing and IT operations (e.g., Windows, Microsoft 365, identity & access, networking basics, endpoint management, remote support). 
• Working knowledge of ITIL ways of working (incident, request fulfilment, problem, change) and service performance management (KPIs/SLAs). 
• Demonstrated ability to build and maintain strong documentation and knowledge base content. 
• Excellent English (written and verbal). 
• Comfortable working in an international environment across cultures and time zones. 

Nice to have: 

• Experience with ManageEngine ServiceDesk Plus (or similar ITSM platforms such as ServiceNow/Jira Service Management). 
• Experience with monitoring/observability tools and operational dashboards (e.g., Azure Monitor, PRTG, Grafana, Power BI). 
• Experience implementing automation and/or AI in support workflows (triage automation, knowledge workflows, chatbots/virtual agents). 
• ITIL certification and/or relevant vendor certifications. 

Why Diaverum? 

At Diaverum, your work has real purpose. You will join a global organisation where IT services support clinical care—and where your leadership can help enable safer, smoother operations for healthcare professionals and patients worldwide. This role is a unique chance to lead a global support team and shape how AI and modern tools can transform the support experience. Join us!

At Diaverum we take accountability and act sensitively with the highest standards of integrity and social responsibility. We celebrate inclusion