Aalto University is where science and art meet technology and business. We shape a sustainable future by making research breakthroughs in and across our disciplines, sparking the game changers of tomorrow and creating novel solutions to major global challenges. Our community is made up of 13 000 students, 400 professors and close to 4 500 other faculty and staff working on our dynamic campus in Espoo, Greater Helsinki, Finland. Diversity is part of who we are, and we actively work to ensure our community’s diversity and inclusiveness. This is why we warmly encourage qualified candidates from all backgrounds to join our community.

Aalto University IT Services supports our researchers, teachers, students and other staff by producing world class services that make their work easier, more flexible, comprehensive and secure regardless of time and location. We are a community of 150 committed and talented IT experts.

Head of IT End User Services

Are you passionate about leading and coaching IT top talents, designing exceptional user experience and contributing to strategic planning and decision making at IT management team level?

We are now looking for a dynamic and experienced Head of IT End User Services to lead, coach and mentor our experienced and dedicated EUS Function of 40 people, supporting Aalto University’s digital services. In this role, you will be responsible for delivering exceptional IT support and service experience for our students, faculty and staff. Our esteemed in-house End User Services is a strategic choice for us, given the diversity of our environment; Aalto IT supports our core operations through multiple digital platforms, hybrid teaching & working, and by managing three concurrent workstation operating systems.

Ensuring the wellbeing and professional development of our IT service and support staff is equally important. Aalto IT has achieved great results in leadership, and we hope you share our ambition! We fail fast and learn quickly – together.

You have a strong background in IT end user service/support management, excellent leadership and collaboration skills, and a passion for enhancing user experience. As the Head of Aalto IT’s End User Services, you will be a member of our IT Management Team and report directly to the CIO of Aalto University. As an IT Management Team member, you contribute to strategic planning & decision-making and financial planning to develop and implement a strategy that aligns IT with Aalto University’s overall vision and its current and long-term objectives.

Key Responsibilities:

• Lead and manage the End User Support Function, ensuring the wellbeing of our people and high-quality service delivery.
• Develop and implement strategies to improve IT service/support processes and user satisfaction.
• Monitor and analyze support metrics for optimized operations and continuous quality improvement.
• Contribute to Aalto Digitalization roadmaps and implement them from End User Support point of view.
• Collaborate with other IT Functions, Aalto Schools and Joint Services to ensure seamless service integration.
• Provide training and development opportunities for team members.
• Stay updated with the latest trends and technologies in IT support.
• Bear responsibility of Aalto University’s IT classrooms and small-scale IT procurement.

What will help you to succeed and enjoy working in this role:

• Proven experience in IT Support management and understanding of ITIL framework.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities, fluent Finnish and English skills.
• Ability to work collaboratively with diverse stakeholders.
• Proficiency in utilizing modern IT support tools and systems.
• Experience in developing IT tools and solutions, AI integration experience is considered an advantage.
• Master’s/Bachelor’s degree in Information Technology, Computer Science, or a related field.

What we offer

Aalto University is technically unique and interesting, with a rich and versatile IT environment featuring cutting-edge technologies and the latest developments in IT research. Our significant in-house IT resources and capabilities enable agile experimentation and committed long-term IT development. We have an ambitious digitalization strategy and a diverse community of innovative developers and users.

We offer you an interesting, independent, and impactful role at the heart of Aalto’s digitalization efforts. While you will be independently responsible for your area of work, we provide support and coaching when needed. We offer excellent opportunities for professional development and career advancement. We also have a high respect for our people’s work-life balance.

Join our inspiring and supportive work community of ambitious game-changers committed to solving grand societal challenges and building an innovative future. In this responsible and challenging role, you will have a direct impact on world-class research and education.

Want to hear more?

To hear more, you can reach out to CIO Christa Winqvist, +358 50 402 7070 (available 21.1. at 11.00-13.00 and 31.1. at 13.00-15.00). Please send your application through our recruiting system by 9.2.2025. As we are eager to find the right leader to join our team, we will start reviewing applications immediately.

More about Aalto University:

Aalto.fi
youtube.com/user/aaltouniversity
linkedin.com/school/aalto-university/
www.facebook.com/aaltouniversity
instagram.com/aaltouniversity
twitter.com/aaltouniversity

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