Job Description
Interim Manager Digital Service Desk
We are looking for an experienced IT Service Desk Manager to lead and coach an established Service Desk team while driving improvements in team culture, service quality, and operational support. The role combines leadership, change management, and hands-on technical expertise
Key Responsibilities
- Lead, coach, and motivate a team of Service Desk Officers.
- Drive improvements in team spirit, accountability, ownership, and service culture
- Improve support processes, procedures, and the overall user experience.
- Actively participate in daily IT support and provide technical guidance when required.
- Monitor ticketing performance, identify trends, and take proactive actions.
- Ensure effective first- and second-line support for users and partners.
- Support IT support improvement and change initiatives.
- Identify and escalate cybersecurity risks and policy-related issues.
- Communicate complex technical topics clearly to users and stakeholders.
- Stay up to date with IT trends and introduce relevant improvements.
Requirements
- 7+ years of relevant experience in IT Service Desk Management or a similar role.
- Proven experience leading IT support improvement and change initiatives
- Strong coaching and people-management skills, with experience transforming team culture.
- Advanced knowledge of Microsoft environments, including Office 365, Outlook, Teams, SharePoint, and Power BI.
- Experience with Microsoft Entra ID and Active Directory
- Good knowledge of Windows client operating systems
- Experience with ticketing systems and service reporting.
- Strong understanding of cybersecurity policies and guidelines
- Decisive, adaptable, analytical, and solution-oriented.
- Strong communication and constructive leadership skills.
- Dutch: Native or bilingual proficiency.
- English: Full professional proficiency.
Work Arrangement
- Location: Aartselaar, Belgium
- On-site: Fully on-site; no remote work.
- Contract: Interim assignment
