Manager Service Desk

Expanding steadily since its launch in 2003, the ACENSI group is an IT consultancy firm, well known for their technical and functional know-how, who specialize in Telecommunications, Media and Financial Markets, as well as in the Energy industry. ACENSI guides businesses in evolutionary IT projects from the initial strategies through to their realization (Management and Project management, Development, Design and Implementation, Infrastructure). From its original focus on technical engineering and Business Analysis, ACENSI has developed new areas of expertise in Human Resource Management Systems, Business Intelligence, e-learning and Client Relationship Management. Dynamism, enthusiasm and social development are all valued at ACENSI, allowing our clients to benefit from consultants with a true blend of talents.

ACENSI BELGIUM is looking for his client a Manager Service Desk

About the Role

We are looking for an interim Manager Digital Service Desk with at least 7 years of relevant experience in a similar role. In this position, you combine:

• Leadership and change management.

• Hands-on operational involvement with technical expertise.

You will join an experienced and committed team of Service Desk Officers who are responsible for:

• Quality.

• Continuity.

• User experience of digital services.

All delivered in an accessible and customer-oriented way.

Leadership & Coaching Challenges

Within this domain, we aim to specifically address:

• The way support is delivered (Coolblue effect).

• Proper adherence to and follow-up of procedures.

• Increasing team spirit and sense of ownership.

• Strengthening team collaboration and impact.

We expect proven experience in these areas, with the goal of:

• Developing a new DNA and culture within the team.

Operational Role

You stay close to your team and:

• Understand the reality of support operations.

• Take responsibility when it matters.

From a coaching and connecting role, you ensure:

• Smooth operations.

• A strong, memorable user experience.

On a daily basis, you support:

• More than 1,400 colleagues and partners.

Responsibilities include:

• Installation of hardware and software.

• Access rights management.

• Creation of user guides and documentation.

• Analysis and resolution of structural issues.

• First-and second-line digital support.

What do we expect from you?

• Experience in leading or contributing to IT support improvement projects.

• Ability to make decisions, even in ambiguous or difficult situations.

• Remain agile and solution-oriented in a complex environment.

• Constructive assertiveness:

o Able to handle difficult conversations.

o While providing space and trust to others.

• Ability to make complex digital topics understandable for users and colleagues.

• Strong communication skills in Dutch, with a connecting style.

• You actively follow industry trends and bring innovation into the team.

• Thanks to your helicopter view and analytical mindset, you:

o Maintain overview.

o Set the right priorities.

Questions

• Please describe how, through your coaching and change management skills, you would guide the team in transitioning its:

o Team collaboration.

o Team spirit.

o Sense of ownership.

o Overall way of working.