Servicedesk Manager

Our client is seeking reinforcement and is looking for someone who can quickly take ownership of the IT servicedesk operations and lead the team through a transition period.

As Servicedesk Manager, you will oversee the daily operations of the servicedesk, ensure high-quality support delivery, and guide the team through ongoing changes. You will act as the main point of contact for IT support performance and play a key role in stabilising and improving service levels.

Responsibilities

• Lead and coach the servicedesk team and ensure smooth day-to-day operations
• Guard and optimise the end-to-end support process (incident management, request handling, follow-up and escalation)
• Monitor performance, analyse recurring issues and initiate improvements
• Coordinate with internal stakeholders and IT teams to ensure effective service delivery
• Safeguard user satisfaction and ensure clear communication throughout the support chain
• Maintain alignment with ITIL-based processes and continuous-improvement initiatives

Tasks

• Organise team planning, workload management and service priorities
• Follow up service requests and incidents across L1/L2/L3
• Report on KPIs and advise management on improvement actions
• Ensure procedures, documentation and workflows remain up to date
• Support ongoing transitions within the servicedesk environment

Ideal Candidate

• Proven experience as a Servicedesk Manager or similar leadership role in IT support
• Experience in managing a team of at least 6 people.
• Strong understanding of servicedesk processes and ITIL best practices
• Excellent communication and coordination skills
• Hands-on mentality with the ability to step in operationally when needed
• Able to quickly adapt to a new environment and bring structure where required

Practical information

• Language skills: Dutch and English, French is highly preferred
• Fulltime position. 3 days onsite; 2 days remote work possible.