Information Technology Support Manager

Response Informatics Limited.; Brussel; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Response Informatics Limited. is seeking an IT Support Manager to lead the support function in Belgium. The role involves working onsite with client teams and integrating with the Development team for the initial assignment.

The candidate should have an IT degree with 5 years of relevant experience, strong ITIL/ITSM knowledge, and hands-on experience with incident, request, problem and knowledge management. English proficiency is essential.

Qualifications

• ITIL/ITSM knowledge required.
• Experience handling incidents, requests, problems and knowledge management.
• Experience in user support and coordinating with stakeholders.
• Knowledge bases, docs and wiki infrastructure familiarity.

Responsibilities

• Organise and implement information systems support.
• Design, implement and improve ITSM processes including incident, request, problem and knowledge management.
• Create and maintain knowledge bases, user manuals and wiki pages.
• Provide guidance to business users on ICT tools and systems.
• Monitor support performance, ticket quality, resolution times and service levels.
• Elaborate and implement relevant support processes.

Skills

IT service knowledge

English proficiency

Incident management

Knowledge management

Stakeholder coordination

Education

University IT degree

Tools

SMT

JIRA

SERVICE NOW

Job description

We are currently hiring a IT Support Manager for an exciting client engagement.

Role: IT Support Manager

Position: B2B Contract

Please Note: Due to security clearance requirements, we can only consider EU Citizens for this position

Must work 2 days a week from the end customer's office in Brussels Belgium

Description

We currently have a vacancy for a IT Support Manager fluent in English, to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the company’s premises or on-site at customer premises. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site.

• 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.

Requirements

• 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.