IT Support Manager - Onsite in Brussels | ITIL/ITSM Lead

Black Pen Recruitment; Brussel; On-site; EUR 55,000 - 85,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITIL/ITSM

Incident Management

Knowledge Management

User Support

JIRA

ServiceNow

Documentation

English Proficiency

Education

University degree in IT

Tools

SMT

Job description

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.