Service Desk Manager – Digital Operations & Change

Responsibilities

• Lead and coach a team of Service Desk Officers to improve team spirit, responsibility, and service impact.
• Drive cultural change within the team to implement a customer-centric service mentality.
• Oversee daily first and second-line support operations, including hardware and software lifecycle management and rights administration.
• Analyze and resolve structural technical issues and complex digital requests.
• Manage IT support improvement projects and ensure strict adherence to internal procedures.
• Communicate complex digital solutions effectively to both users and technical colleagues.

Requirements

• 7+ years of experience in Service Desk Management or a similar IT leadership role.
• Proven track record in Change Management, specifically focused on transforming team culture and operational DNA.
• Advanced knowledge of the Microsoft ecosystem, including Office 365, SharePoint, Teams, and Power BI.
• Technical proficiency in Windows Client OS, Entra ID, and Active Directory user and group management.
• Experience in managing IT support improvement projects and performing structural problem analysis.
• Expertise in ticket-based reporting and using data to steering service desk performance.
• Functional knowledge of Cybersecurity guidelines and escalation policies.
• You possess a proactive helicopter view and are capable of making decisions in ambiguous situations.
• You are constructive and assertive with a solution-oriented mindset.
• You are native or bilingual in Dutch with a full professional proficiency in English.

Nice to Haves

• Willingness to stay updated on emerging trends in the digital service sector.