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Support Manager at Arbetsförmedlingen (2019-2023)

Took over a section in serious disarray: extremely low job satisfaction, ongoing friction with other teams, and a service desk run almost entirely on quantitative metrics.

Over the first few years, rebuilt the culture and the ways of working. Job satisfaction went from very low to consistently high. Moved away from a pure metrics approach toward something more qualitative and coaching-based, built real collaboration across department boundaries, and introduced agile support methods.

During the pandemic, contributed to the IT infrastructure effort that enabled over 10,000 employees to shift to remote work: VPN capacity upgrades and direct support through the transition.

Customer satisfaction grew from 90% to 95%.

Team of 20–27 people. Jan 2019 – Nov 2023