Manager Service Desk

Rhox; Aartselaar; Sur place; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Cybersecurity training

Résumé du poste

Rhox seeks a Manager Service Desk in Belgium to lead a seasoned support team across Windows client OS, MS services and identity management. You will coach staff, improve processes and drive service standards to ensure a reliable, secure user experience for 1,400+ colleagues and partners.

You will manage escalation, analytics, and proactive improvements while aligning cybersecurity with daily operations.

Qualifications

• Minimum 7 years in a senior Service Desk or IT leadership role.
• Broad knowledge of end-user software and Microsoft ecosystem including Office, Outlook, SharePoint, Teams and Power BI.
• Administer Entra ID and Active Directory users and groups, with strong access support processes.
• Dutch language proficiency at CEFR C1 or higher for user and stakeholder communication.

Responsabilités

• Lead and coach Service Desk Officers to boost ownership, teamwork and consistency.
• Embed improved support procedures, escalation practices and service standards.
• Drive IT support improvement projects translating observations into changes.
• Use ticket reporting to identify recurring issues and guide proactive actions.
• Oversee first- and second-line support for Windows, MS services, Entra ID and AD users/groups.
• Apply cybersecurity guidelines and escalate risks through proper channels.

Connaissances

IT service desk leadership

Microsoft 365 ecosystem

Entra ID / Active Directory

Windows client OS troubleshooting

Cybersecurity awareness

Ticketing & ITSM reporting

Team coaching & culture change

Description du poste

Manager Service Desk

A water and environmental infrastructure organisation in Belgium supports water treatment, sewerage, innovation and energy-transition operations through digital services across the Flemish region. The Manager Service Desk role will lead an experienced support team serving more than 1,400 colleagues and partners, combining team coaching and culture change with operational expertise in Entra ID, Active Directory and the Microsoft ecosystem.

The mission

Digital support covers the full user lifecycle, from hardware and software installation to identity and access management, user guidance, and analysis of recurring incidents. The team supports Windows client devices and Microsoft services including Office suite, Outlook, SharePoint, Teams and Power BI. Its first-line and second-line support provides continuity and a consistent user experience for more than 1,400 colleagues and partners. The role exists to improve support procedures, accountability, team impact and the way requests are followed through.

Your responsibilities

• Lead and coach Service Desk Officers to increase ownership, team spirit, collaboration and consistency in user support.
• Embed improved support procedures, escalation practices and service standards so requests are followed through and users receive a reliable experience.
• Drive or contribute to IT support improvement projects, translating operational observations into practical changes.
• Use ticket reporting to identify recurring issues, monitor follow-up and steer proactive actions.
• Oversee first-line and second-line support for Windows client OS, end-user software, Microsoft services, and Entra ID and Active Directory users and groups.
• Apply cybersecurity guidelines and policies in daily support, recognising risks and escalating them through the appropriate channels.

Your profile

Essential skills

• Bring at least 7 years of relevant experience in a comparable Manager Service Desk or IT service desk leadership role.
• Demonstrate broad and deep knowledge of end-user software and the Microsoft ecosystem, including Office suite, Outlook, SharePoint, Teams and Power BI.
• Administer Entra ID and Active Directory users and groups, and understand access-related support processes.
• Troubleshoot Windows client OS issues involving drivers, configurations and settings.
• Show proven experience coaching teams, strengthening team spirit and accountability, and guiding team culture change.
• Combine technical and functional understanding of cybersecurity policies and guidelines with sound escalation judgement.
• Use ticket-tool reporting proactively and maintain an analytical overview of priorities.
• Make decisions in ambiguous situations, communicate complex digital topics clearly, and handle difficult conversations constructively and assertively.

Languages

• Dutch, fluent, equivalent to CEFR C1 or higher, for user and stakeholder communication.