Senior IT Support Manager – Digital Services & Service Delivery

Our client, a leading organization specializing in water management and environmental technology, is seeking a leader to oversee its digital service desk operations. This role focuses on driving cultural change and team coaching while maintaining a hands-on approach to technical support for over 1,400 internal users.

• Lead and coach a team of Service Desk Officers to ensure high-quality, customer-centric digital service delivery.
• Implement cultural change initiatives to enhance team spirit, accountability, and the overall impact of support services.
• Manage first and second-line digital support operations, including hardware installations, software management, and user rights.
• Analyze structural technical issues and translate complex digital challenges into clear, actionable instructions for users.
• Monitor service desk performance through reporting tools to proactively steer team efficiency and user experience.
• Enforce cybersecurity guidelines and policies, ensuring proper identification and escalation of digital threats.

• You have 8+ years of experience coaching technical teams to foster accountability and improved team spirit.
• You bring 8+ years of experience driving culture change and organizational transitions within a support environment.
• You possess 7+ years of leadership experience within an IT service desk or digital support function.
• You have 5+ years of experience with EntraID and Active Directory for user and group administration.
• You bring 5+ years of technical expertise in Windows OS configurations, drivers, and settings.
• You have 5+ years of experience with the Microsoft ecosystem, specifically Office, SharePoint, Teams, and PowerBI.
• You bring 5+ years of experience utilizing ITSM ticketing tools for proactive reporting and performance steering.
• You possess 5+ years of experience implementing Cybersecurity guidelines and escalation procedures.
• You are proactive and analytical with a helicopter view, able to make decisions in complex environments.
• You are fluent in Dutch with full professional proficiency in English.

Nice to Haves

• Proven experience leading or participating in IT support improvement projects.
• Knowledge of modern service delivery trends and customer-centric support models.

• Start date: ASAP
• Duration: 30/11/2026
• Work regime: Full-time
• Location: Aartselaar
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers