Digital Service Desk Manager – IT Operations & Support
Digital
(Project) Management
Advanced (5+)
- Location
- Aartselaar, Antwerp
- Work type
- Consultancy
- Work model
- Fulltime, On-site
Our client, a leading organization in the water management and environmental sector, is looking for a leader to manage their digital service desk. This role focuses on driving organizational change and enhancing team culture while maintaining high-quality technical support for over 1,400 users.
Responsibilities
- Lead and coach a specialized team of service desk officers to foster accountability and a high-performance culture.
- Drive cultural change within the team to enhance service quality and user satisfaction.
- Oversee first- and second-line digital support, including hardware and software installation and rights management.
- Analyze structural technical issues and implement sustainable solutions to ensure operational continuity.
- Monitor and steer team performance using reporting data from the ticketing system.
- Manage the implementation and adherence to cybersecurity guidelines and escalation policies.
- Identify and integrate industry trends to continuously improve service delivery and technical documentation.
Requirements
- 7+ years experience in IT support management or a similar leadership capacity.
- 8+ years expertise in coaching technical teams and driving organizational culture change.
- 5+ years experience with the Microsoft ecosystem, including Office suite, SharePoint, Teams, and Power BI.
- 5+ years technical knowledge of Client Windows OS configurations, drivers, and settings.
- 5+ years experience managing Entra ID and Active Directory users and groups.
- Advanced knowledge of Cybersecurity policies and technical escalation procedures.
- Proven track record in leading IT support improvement projects and analyzing ticket-based reporting.
- Constructive and assertive communication style with the ability to simplify complex digital topics.
- Analytical mindset with a helicopter view to manage priorities in complex environments.
- You are fluent in Dutch with full professional proficiency in English.
Nice to Haves
- Proactive interest in emerging IT service desk trends and innovations.
Offer
- Start date: ASAP
- Work regime: Full-time
- Location: Aartselaar
- Working model: Onsite
- Contract: open to both permanent employees and freelancers
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