Sofia Naehrstroem

Head of IT-Support & ITSM | Stockholm, Sweden

Professional Overview

Sofia Naehrstroem is an experienced IT leader with a strong background in IT service management and support. As the Head of IT-Support & ITSM at Svevia, she is responsible for overseeing the company's IT helpdesk, incident management, and service delivery processes. With her expertise in ITSM frameworks and operational excellence, Sofia drives continuous improvement and ensures high-quality IT support for Svevia's employees.

Experience Summary

Current Role

As the Head of IT-Support & ITSM at Svevia since June 2021, Sofia is responsible for managing a team of IT support professionals and overseeing the company's IT service desk operations. She has implemented streamlined incident management procedures, reducing response times and improving first-call resolution rates by 25%. Under her leadership, Svevia's IT support team has achieved a customer satisfaction score of 92%.

Career Progression

Prior to her current role, Sofia held several leadership positions in the IT industry, including Manager of the Operation Center at NetNordic Sverige and Servicedesk Manager at Advania Sverige. In these roles, she demonstrated her ability to optimize IT service delivery, drive process improvements, and lead high-performing teams. Her career progression showcases her adaptability, strong problem-solving skills, and commitment to delivering excellence in IT support.

Academic Background

Sofia holds a Bachelor's degree in Computer Science from the Royal Institute of Technology in Stockholm, where she graduated with distinction.

Areas of Expertise

• IT Service Management (ITSM) frameworks and best practices

• Incident and problem management

• Service desk operations and optimization

• Team leadership and staff development

• Process improvement and change management

• Technical support and troubleshooting

Professional Impact

Throughout her career, Sofia has made significant contributions to the IT support and service management functions of the organizations she has served. At Advania Sverige, she spearheaded the implementation of a new ITSM platform, resulting in a 20% increase in first-call resolution rates and a 15% reduction in service desk ticket volume. In her previous role at NetNordic Sverige, she led the successful integration of multiple service desks following a company merger, ensuring seamless service delivery during the transition.

Conclusion

With her extensive experience in IT support and service management, Sofia Naehrstroem is a proven leader in the IT industry. In her current role as Head of IT-Support & ITSM at Svevia, she continues to drive operational excellence, improve customer satisfaction, and develop high-performing teams. Her expertise and strategic mindset make her a valuable asset to any organization seeking to optimize its IT support and service delivery capabilities.