ICT Workplace & Service Desk Lead

As our ICT Workplace & Service Desk Lead, you optimize the service delivery of our support desk. You make sure that your team gets the necessary knowledge, coaching and guidance to deliver optimal support to our end-users. About the job Our support desk is the prime contact point for approximately 1.500 users over 4 continents.Our aim is to help our users as fast as possible through remote support, with occasional onsite visits. The support desk manages alle ICT non-applicative incidents and changes. This covers first & second line support and managing third line external partners. Furthermore all changes to the workplace are also executed here. As ICT Service Delivery Lead:

• You will lead a small global team of support desk engineers & operators. You act as a coaching leader, providing the necessary support to your team and guidance on complex problems and questions.
• You will give support to our users and deliver non-standard changes regarding workplace changes, user authorizations, exits,... This will be in close collaboration with our external IT partners.
• You optimize the way of working at the support desk in terms of quality, efficiency, automatization and communication with the end-users. You will also manage important changes of core client applications and workplace devices.

Ready to take our ICT Service Delivery to the next level? Do you recognize yourself in this profile? Then we look forward to meeting you!

• You have a strong academic background with a broad IT infrastructure knowledge.
• Experience in a leading role, where teamwork and client-orientation are at the core.
• Being people-minded and with good coaching skills, you are an excellent communicator with a high level of self-confidence, creativity and accuracy.
• You find it easy to absorb and transfer knowledge and have a natural drive to continuously improve processes and ways of working.
• Fluency in Dutch & English. French would be an added bonus.