Service Desk Manager

Function

We're looking for an experienced professional to join our client's team in a managerial capacity, focusing on enhancing their digital service desk's operations. In this role, you will intertwine leadership with technical expertise while actively contributing to daily operations. You'll work with a dedicated team of Service Desk Officers who are committed to delivering high-quality digital services with an emphasis on user experience.

Your main tasks will include leading and coaching a team while tackling key challenges related to support performance, team spirit, and responsibility. You will be expected to cultivate a new culture within the team and ensure the team's operations align with company objectives. Moreover, you will be on the front lines, collaborating closely with your team to understand support realities, manage responsibilities, and enhance user experiences.

The successful candidate will possess the following qualifications:

• Minimum of 7 years of relevant experience in IT support or digital service management.
• Track record of leading or contributing to IT support improvement projects.
• Strong decision-making capabilities, especially in ambiguous or challenging situations.
• Effective communication skills, able to express complex digital issues clearly to users in both Dutch and English.
• Proactive in following industry trends and driving innovation within the team.
• An analytical mindset with the ability to maintain oversight and prioritize effectively.

• In-depth knowledge of end-user software.
• Expertise in fostering team spirit and responsibility.
• Experience in managing EntraID and Active Directory users and groups.
• Advanced knowledge of Windows client OS, including drivers and configurations.
• Strong understanding of the Microsoft ecosystem: Office Suite, Outlook, SharePoint, Teams, Power BI.
• Ability to generate reports and provide proactive follow-up using ticketing tools.
• Technical understanding of cybersecurity guidelines and policies, with an ability to identify and escalate issues.
• Fluency in Dutch and English, both written and spoken.

If you are a dynamic leader ready to make a significant impact in the digital support landscape, we encourage you to apply and showcase how your coaching and change management skills can foster team development and culture transformation.