IT Support Manager (Information Technology/Software)

Black Pen Recruitment; Brussel; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Black Pen Recruitment client in Brussels seeks an IT Support Manager fluent in English to integrate with the Development team and coordinate IT service management on-site. The role is based in Belgium and will involve working at the company’s premises or on-site at a client location.

The ideal candidate has 5 years of IT experience, a university IT degree, and strong ITIL/ITSM knowledge, along with experience in incident management, knowledge management, and documentation.

Qualifications

• University degree in IT with at least 5 years of experience in IT support.
• Strong knowledge of ITIL/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.

Responsabilités

• Organise and implement support of information systems.
• Design, implement and improve ITSM processes including Incident Management, Request Fulfilment and Problem Management.
• Manage Knowledge Management; create and maintain knowledge bases and manuals.
• 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.

Connaissances

ITIL/ITSM

Incident Management

Knowledge Management

User Support

JIRA

ServiceNow

Documentation

English Proficiency

Formation

University degree in IT

Outils

SMT

Description du poste

Our client, a leading Software, Information and Communication Technologies company, operates internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). Our client is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

Role Overview

Our client currently has 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.

Job type: Full time/Permanent

Location: Brussels, Belgium

Workplace: Onsite

Please note that we can consider only EU candidates for this position due to security clearance.

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.

Responsibilities

• 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.