Digital Service Desk Manager

Keystone Solutions; Aartselaar; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Keystone Solutions seeks an interim Digital Service Desk Manager for a client-site consultancy role. You will lead and coach a Service Desk team to ensure quality and a superior user experience for digital services, while driving improvements and aligning with cybersecurity guidelines.

You will work closely with the team to address support challenges, manage operations end-to-end, and communicate in fluent Dutch. This role requires seniority and the ability to navigate complex environments.

Qualifications

• Minimum 7 years of relevant work experience in a similar role.
• Decisive, adaptable, and solution-oriented in ambiguous situations.
• Constructively assertive and able to have difficult conversations with trust.
• Proven experience in IT support improvement projects.

Responsabilités

• Lead and coach a dedicated Service Desk team to ensure quality and user experience of digital services.
• Address challenges related to support methods, procedures, and team dynamics.
• Collaborate with the team to understand support realities and take responsibility when needed.
• Ensure smooth operations and strong user experience through coaching and connection.
• Support over 1,400 colleagues and partners daily to keep operations safe and efficient.
• Manage hardware/software installation, rights management, documentation, and issue analysis/resolution.
• Participate in or lead IT support improvement projects.
• Explain complex digital issues to users in fluent Dutch; stay updated on trends and drive innovation.
• Maintain overview and prioritize tasks with a helicopter view and analytical mindset.

Connaissances

End-user software mastery

Coaching leadership

Culture change

EntraID / Active Directory management

Windows client OS knowledge

Microsoft 365 suite (Office, Outlook,

Ticketing system reporting

Cybersecurity policies

Outils

EntraID

Active Directory

Windows Client OS

Power BI

SharePoint

Teams

Description du poste

Mission Overview:

We are seeking an interim Digital Service Desk Manager for a consultancy mission at a client site, representing Keystone Solutions. In this role, you will combine leadership and change management with operational involvement and technical expertise.

Responsibilities:

• Lead and coach a dedicated team of Service Desk Officers to ensure quality, continuity, and user experience of digital services in an accessible and customer-oriented manner.
• Address specific challenges related to support methods, adherence to procedures, team spirit, and overall team impact.
• Work closely with your team to understand the realities of support and take responsibility when necessary.
• Ensure smooth operations and a strong user experience through a coaching and connecting role.
• Support over 1,400 colleagues and partners daily, ensuring Aquafin operates smoothly, safely, and efficiently.
• Manage everything from hardware and software installation to rights management, documentation, and structural problem analysis and resolution.
• Participate in or lead IT support improvement projects.
• Make complex digital issues understandable for users and colleagues, communicating effectively in fluent Dutch.
• Stay updated on industry trends and bring innovation to the team.
• Maintain an overview and prioritize tasks through a helicopter view and analytical mindset.

Requirements:

• Minimum of 7 years of relevant work experience in a similar role.
• Ability to make decisive choices in ambiguous or challenging situations while remaining agile and solution-oriented.
• Constructively assertive, willing to engage in difficult conversations while providing space and trust.
• Proven experience in leading or participating in IT support improvement projects.

At Keystone Solutions, we pride ourselves on our consultancy nature, offering dynamic projects that provide diverse challenges across various client environments. Our commitment to turbo-charged learning ensures that you will have broad professional development opportunities, and we are dedicated to helping you skyrocket your ambition within our framework.

Duration: As soon as possible - 19/10/2026 2 months (full time)

Skills required:

• Brede én diepgaande kennis van eindgebruikerssoftware - Level: Advanced - Most recent: This year
• Coachend werken aan teamspirit, teammentaliteit en verantwoordelijkheidszin - Level: Expert - Most recent: This year
• DNA en cultuur change realiseren binnen een team/teamwerking - Level: Expert - Most recent: This year
• Ervaring met beheer van EntraID en ActiveDirectory users en groepen - Level: Advanced - Most recent: This year
• Kennis van Client windows OS (stuurprogramma’s, configuraties en instellingen,…) - Level: Advanced - Most recent: This year
• Microsoft ecosystem: Office suite en outlook, Sharepoint en teams, PowerBI,… - Level: Advanced - Most recent: This year
• Rapportage vanuit de tickettool (ook proactief opvolgen en sturen) - Level: Advanced - Most recent: This year
• Technische en functionele bagage rond Cybersecurity richtlijnen en policies (incl herkennen en escaleren) - Level: Advanced - Most recent: This year

Dutch
Level Native or bilingual proficiency
English
Level Full professional proficiency