Service Desk Leader: Transform & Elevate IT Support

ITproposal; Brussel Hoofdstad; Sur place; EUR 129 000 - 166 000; Plein temps

Résumé du poste

ITproposal in Belgium is seeking an experienced Interim Manager Service Desk to lead an established IT support team and drive a major transformation in culture, customer experience and service delivery. This is a hands-on leadership role combining people management, coaching, change management and operational IT support expertise.

You will guide a team delivering first- and second-line digital support for 1,400+ users, focusing on collaboration, accountability and proactive service improvement

Qualifications

• Minimum 7 years in a Service Desk or IT Support leadership role.
• Proven track record coaching teams and driving culture change.
• Strong end-user software knowledge and IT support environments.
• Experience with Microsoft Entra ID and Active Directory.
• Familiarity with cybersecurity guidelines and reporting.

Responsabilités

• Lead and develop the Service Desk team to deliver first- and second-line support.
• Drive cultural and behavioural change and build a customer-focused team DNA.
• Lead IT support improvement initiatives and monitor performance using ticketing data.
• Stay close to daily operations and assist with complex issues as needed.

Connaissances

Coaching and leadership

Change management

Customer-centric mindset

Analytical thinking

Hands-on IT leadership

Communication and influence

Outils

Active Directory

Microsoft Entra ID

Windows OS

SharePoint

Teams

Power BI

Office 365

Description du poste

ITproposal in Belgium is seeking an experienced Interim Manager Service Desk to lead an established IT support team and drive a major transformation in culture, customer experience and service delivery. This is a hands-on leadership role combining people management, coaching, change management and operational IT support expertise.

You will guide a team delivering first- and second-line digital support for 1,400+ users, focusing on collaboration, accountability and proactive service improvement