Manager Digital Service Desk Ad Interim

Function

We’re looking for an experienced Interim Manager Digital Service Desk to join our client’s team and combine hands-on IT support expertise with strong leadership and change management skills. You’ll lead an experienced Service Desk team while remaining close to day-to-day operations, helping to create a more proactive, customer-focused and high-performing support environment. The ideal candidate brings 7+ years of relevant experience in IT support management or a similar role, with a proven track record in team leadership, coaching and service improvement.

Role & Responsibilities

• Lead, coach and develop a team of Service Desk professionals, strengthening team spirit, ownership, accountability and collaboration.
• Drive a positive shift in team culture and ways of working, establishing a more customer-centric and proactive support mindset.
• Improve adherence to processes and procedures while maintaining a pragmatic, solution-oriented approach.
• Stay closely connected to operational support, stepping in when needed and understanding the realities and challenges faced by the team.
• Help ensure a high-quality user experience across first- and second-line digital support.
• Support and contribute to IT support improvement and change projects, identifying opportunities for greater efficiency, quality and service impact.
• Use ticketing data and reporting to proactively monitor performance, identify trends and steer improvements.
• Keep a clear overview of priorities in a complex environment and take decisive action when difficult or ambiguous situations arise.

Technical Profile

The successful candidate combines strong people leadership with a solid technical foundation in end-user IT environments. You have broad and in-depth knowledge of end-user software, Windows client operating systems, drivers, configurations and settings, as well as the Microsoft ecosystem, including Office, Outlook, SharePoint, Teams and Power BI. Experience managing Entra ID and Active Directory users and groups is expected, alongside a sound understanding of cybersecurity guidelines and policies, including the ability to recognize potential risks and escalate appropriately.

Ideal Candidate

You are a constructive and confident communicator who is comfortable addressing difficult topics while giving people the trust and autonomy they need to perform. You can translate complex digital and technical issues into clear, understandable language and communicate fluently in Dutch. A helicopter view, analytical mindset and strong sense of priorities allow you to navigate a complex environment effectively. You follow developments and trends in IT support and enjoy bringing innovation into the team. Most importantly, you are an experienced change leader who can help shape a stronger team DNA, culture and way of working.

Contactperson & Reference

• Reference #: INW27495
• Pieter Messely
• pieter.messely@i4m.be