IT Support Manager

EUROPEAN DYNAMICS Group; Brussel; On-site; EUR 60,000 - 90,000; Full time

Job summary

EUROPEAN DYNAMICS Group is seeking an IT Support Manager fluent in English to be based in Belgium. The role will be split between company premises and on-site at client locations, integrating with the development team and closely cooperating with a major client's IT team.

You will design and implement ITSM processes, manage incident, request, problem and knowledge management, and build knowledge bases and user manuals. Strong ITIL knowledge and experience with JIRA or ServiceNow are essential.

Qualifications

• University degree in IT with 5 years of relevant experience.
• Strong ITIL/ITSM knowledge and related processes.
• Experience with Incident, Request, Problem and Knowledge Management.
• Experience in user support, stakeholder coordination, and knowledge bases.

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, manuals and wiki pages.
• Provide guidance to business users in the use of ICT tools.
• Monitor support performance, ticket quality, resolution times and service levels.
• Elaborate and implement relevant support processes.

Skills

ITSM knowledge

Incident management

Problem management

Knowledge management

User support

Stakeholder coordination

Wiki knowledge

Education

University degree in IT

Tools

JIRA

ServiceNow

Job description

We currently have a vacancy for an 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.

Your tasks

• 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.

We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience.

All applications will be treated as confidential.

EUROPEAN DYNAMICS (www.eurodyn.com) is a leading Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). The company employs over 1000 engineers, IT experts and consultants (around 3% PhD, 36% MSc and 53% BSc or equivalent). We design and develop software applications using state-of-the-art technology. The group generates annual revenues in the range of EURO 40 million, with an EBITDA in the range of 20%. The value of our contract portfolio exceeds EURO 250 million. EUROPEAN DYNAMICS is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.

EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy.

Furthermore, when providing your data, it is up to you to explicitly consent that your data can be assessed for future job openings, for as long as you do not withdraw such consent. If you do not consent, we will not be able to consider the data you provide to us for future job openings.