IT Proximity Support Lead - Onsite in Brussels

Netcompany; Brussel; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Meal allowance

Hospitalization plan

Mobility budget

Well-being activities

Udemy for Business

Personalized development plan

Job summary

Netcompany Belgium seeks a Team Leader to drive Proximity IT Support teams in Brussels, overseeing daily operations, planning, and resource usage while ensuring SLAs and quality. You will guide escalation paths and improvements, interacting with end-users and senior management across EU institutions.

The role requires significant leadership, ITIL knowledge, and bilingual French-English, with a strong emphasis on continuous improvement in a large, EU-focused environment.

Qualifications

• Bachelor's Degree and 7 years of experience as a Team Leader OR Master's degree, 5 years of experience as a Team Leader.
• Extensive experience coordinating and leading Proximity Support teams (on-site IT support).
• Proven ability to interact professionally with end-users, senior management, and cross-functional teams.
• Strong leadership and project management skills, with a track record of guiding teams through daily operational activities.
• Demonstrated resilience and a proactive approach to continuous improvement.
• Experience/knowledge of ITIL practices preferably with ITILv4 certification.
• Bilingual Proficiency in both French and English.
• Prior experience in EU Institutions environment is considered a strong advantage.

Responsibilities

• Provide effective leadership to the Proximity IT Support teams (team size 30+).
• Manage daily team operations, including shift planning, task definition, and resource usage planning (shifts, holidays, projects).
• Conduct regular service reviews, quality control, and risk analysis to ensure SLAs are met or exceeded.
• Oversee call handling status, escalation procedures, and problem reporting.
• Track activities against operational plans and provide regular status reports to management.
• Manage the change control procedure related to physical IT assets and support methodologies.
• Coordinate small to medium-scale improvement and deployment initiatives related to end-user infrastructure, hardware, and support processes.
• Act as the final point of escalation for complex user support issues.

Skills

Leadership

Project management

People management

ITIL

Bilingual French-English

Education

Bachelor's Degree

Master's degree

Job description

Netcompany Belgium seeks a Team Leader to drive Proximity IT Support teams in Brussels, overseeing daily operations, planning, and resource usage while ensuring SLAs and quality. You will guide escalation paths and improvements, interacting with end-users and senior management across EU institutions.

The role requires significant leadership, ITIL knowledge, and bilingual French-English, with a strong emphasis on continuous improvement in a large, EU-focused environment.