Brussels IT Support Manager — ITSM & Knowledge Base Lead

Black Pen Recruitment; Brussel; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Black Pen Recruitment is seeking an IT Support Manager fluent in English, based in Belgium. You will be integrated with the Development team and closely cooperate with a major client’s IT team on site, including work at customer premises. The role is full time/permanent and onsite in Brussels, Belgium.

EU candidates only due to security clearance. The ideal candidate will have a university IT degree and 5+ years of IT experience, deep ITSM knowledge, and strong documentation skills.

Qualifications

• University degree in IT combined with relevant IT professional experience of 5 years.
• Knowledge in support of information systems.
• Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes.
• Experience with Incident, Request, Problem and Knowledge Management.
• Experience in user support, troubleshooting and stakeholder coordination.
• Knowledge of wiki, collaborative sites and support documentation.
• Good knowledge of service management tools SMT, JIRA or SERVICE NOW.
• Excellent command of the English language.

Responsabilités

• Organisation and implementation of support of information systems.
• Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem
• Management and Knowledge Management.
• Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation.
• Provision of guidance and assistance to business users in the use of information systems and ICT tools.
• Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality.
• Elaboration and implementation of relevant support processes.

Connaissances

IT support

Incident management

Problem management

Knowledge management

User support

Stakeholder coordination

English fluency

Formation

University IT degree

Outils

JIRA

ServiceNow

SMT

Description du poste

Black Pen Recruitment is seeking an IT Support Manager fluent in English, based in Belgium. You will be integrated with the Development team and closely cooperate with a major client’s IT team on site, including work at customer premises. The role is full time/permanent and onsite in Brussels, Belgium.

EU candidates only due to security clearance. The ideal candidate will have a university IT degree and 5+ years of IT experience, deep ITSM knowledge, and strong documentation skills.