IT Service Manager – ITIL & ITSM (Hybrid, Brussels)

ThoughtLabs Belgium; Brussel Hoofdstad; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

International environment

Competitive remuneration

Professional development

Job summary

ThoughtLabs Belgium is seeking an experienced IT Support Manager in Brussels, Belgium, to lead IT support operations in a hybrid work setting. The role requires managing ITSM processes and coordinating with stakeholders to deliver high-quality support.

Responsibilities include developing knowledge bases, guiding end users, and monitoring performance metrics to drive continuous improvement. Collaboration with technical teams is essential for success.

Qualifications

• University degree in Information Technology or a related discipline.
• Minimum 5 years of relevant IT professional experience.
• Strong knowledge of ITIL principles and IT Service Management (ITSM).
• Practical experience with Incident, Request, Problem, and Knowledge Management.
• Experience in end-user support, troubleshooting, and stakeholder coordination.
• Familiarity with ServiceNow, Jira, or similar IT service management tools.
• Experience developing and maintaining technical documentation, knowledge bases, and collaborative platforms.
• Strong analytical, communication, and problem-solving abilities.
• Excellent command of English.

Responsibilities

• Organize, implement, and improve information systems support operations.
• Design, implement, and continuously improve ITSM processes, including Incident Management, Request Fulfilment, Problem Management, and Knowledge Management.
• Develop and maintain knowledge bases, user manuals, wiki pages, and technical support documentation.
• Provide technical guidance and assistance to business users.
• Monitor ticket quality, resolution times, service levels, and overall support performance.
• Identify opportunities to improve IT support processes, service quality, and operational efficiency.
• Coordinate with technical teams, business users, and relevant stakeholders.

Skills

ITIL principles

ITSM

Incident management

Request fulfilment

Problem management

Knowledge management

End-user support

Stakeholder coordination

Documentation

English fluency

Education

University degree in Information Technology

Tools

ServiceNow

Jira

Job description

ThoughtLabs Belgium is seeking an experienced IT Support Manager in Brussels, Belgium, to lead IT support operations in a hybrid work setting. The role requires managing ITSM processes and coordinating with stakeholders to deliver high-quality support.

Responsibilities include developing knowledge bases, guiding end users, and monitoring performance metrics to drive continuous improvement. Collaboration with technical teams is essential for success.