Digital Service Desk Manager – IT Operations & Support

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.

• 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.

• 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.

• Start date: ASAP
• Work regime: Full-time
• Location: Aartselaar
• Working model: Onsite
• Contract: open to both permanent employees and freelancers