Team Leader – IT Support

TULA consulting; Brussel Hoofdstad; Sur place; EUR 90 000 - 110 000; Plein temps

Résumé du poste

TULA consulting in Brussels is seeking an experienced Team Leader – IT Support to build and coordinate an onsite IT support team.

You will lead shifts, monitor SLAs, manage incidents, and drive continuous improvements while collaborating with end-users, management, and IT teams. The role is fully onsite in Brussels and requires strong leadership with hands-on end-user IT support experience, plus fluency in French and English.

Qualifications

• Degree required: Bachelor's with 7+ years as a Team Leader.
• Experience leading onsite/proximity IT Support teams.
• Hands-on end-user IT support experience.
• Strong leadership, coaching and team-management skills.
• Experience managing IT services against SLAs and quality targets.
• Knowledge of ITIL/ITSM practices.
• Professional proficiency in French and English.
• Proactive, resilient, and continuous-improvement mindset.

Responsabilités

• Lead, coach, and develop onsite IT Support team.
• Manage shifts, workloads, resources, holidays.
• Monitor performance, SLAs, quality and risks.
• Oversee escalations and incident handling.
• Serve as senior escalation point for complex issues.
• Track activities and provide management reporting.
• Coordinate IT asset and support process changes.
• Lead IT improvement and deployment initiatives.
• Identify opportunities to improve service quality and efficiency.
• Collaborate with end-users, management, and IT teams.

Connaissances

People leadership

IT support

ITIL/ITSM

SLAs & metrics

Team management

Project coordination

Formation

Bachelor's degree

Master's degree

Outils

ITSM tools

Description du poste

Fully onsite

We are looking for an experienced Team Leader – IT Support to lead and coordinate an onsite IT support team in Brussels.

If you combine strong people leadership with hands-on experience in IT support and service operations, this could be a great next step.

What will you be doing?

• Lead, coach, and develop a team of onsite IT Support professionals
• Manage shifts, workloads, resources, holidays, and operational priorities
• Monitor service performance, SLAs, quality standards, and operational risks
• Oversee escalations, incident handling, and problem-reporting processes
• Act as a senior escalation point for complex end-user IT support issues
• Track operational activities and provide accurate management reporting
• Coordinate change activities relating to IT assets and support processes
• Lead small to medium-sized IT improvement and deployment initiatives
• Identify opportunities to continuously improve service quality and efficiency
• Work closely with end-users, management, technical teams, and other stakeholders

What are we looking for?

• Bachelor's degree + at least 7 years of Team Leader experience, OR a Master’s degree + at least 5 years of Team Leader experience
• Extensive experience leading onsite / Proximity IT Support teams
• Previous hands-on experience in end-user IT support
• Strong leadership, coaching, and team-management capabilities
• Experience managing IT services against SLAs and quality targets
• Strong operational and project coordination skills
• Good knowledge of ITIL / IT Service Management practices
• Professional proficiency in French and English
• A proactive, resilient, and continuous-improvement mindset

Nice to have

• Experience within large-scale, complex, international, or highly structured IT environments
• Experience with IT asset, hardware deployment, or end-user infrastructure initiatives

This position is fully onsite in Brussels.

Interested in leading an IT support operation where you can combine technical expertise, people leadership, and continuous improvement? We’d be happy to hear from you.

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