Team Leader - IT Support (Onsite)

Netcompany; Brussel Hoofdstad; Sur place; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid working model

Meal allowance

Mobility budget or commuting allowance

Well-being activities

Udemy for Business access

Résumé du poste

Netcompany Belgium is seeking a Team Leader, IT Support to lead the on-site proximity IT support team in Brussels, ensuring reliable service delivery and continuous improvement across projects for EU institutions and private clients.

You will coach 30+ engineers, plan shifts, manage resources, monitor SLAs, handle escalations, and report progress to management, while collaborating with senior stakeholders and fostering a high-performance, compliant, ITIL-driven service culture.

Qualifications

• Bachelor’s degree in a relevant field with 7+ years as a Team Leader, or Master’s degree with 5+ years in leadership.
• Extensive experience coordinating on-site proximity IT support teams.
• Proven ability to interact professionally with end-users, senior management, and cross-functional teams.
• Strong leadership and project management skills with a track record of guiding teams.
• ITIL experience, preferably ITIL v4 certification.
• Bilingual proficiency in French and English.
• Experience in EU Institutions environment is a strong advantage.

Responsabilités

• Lead the Proximity IT Support teams (30+ members) and foster a high-performing environment.
• Plan shifts, define tasks, and manage resources (shifts, holidays, projects).
• Conduct service reviews, quality control, and risk analysis to meet SLAs.
• Oversee call handling, escalation procedures, and problem reporting.
• Provide regular status reports (daily, monthly, yearly) to management.
• Coordinate small to medium-scale end-user infrastructure improvements.
• Act as final escalation point for complex user support issues.

Connaissances

Team leadership

Project management

Stakeholder communication

Continuous improvement

Change management

Formation

Bachelor's degree

Master's degree

Outils

ITIL v4

Description du poste

Company Description

Are you ready to shape the future technological landscape in Europe? We are dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact. With over 8,900 professionals across Europe, we help EU institutions, public and private organisations thrive in a rapidly evolving digital world. Are you ready to shape the future through technology? Your journey starts here. Take a look at some of our impactful projects here: https://netcompany.com/cases/

Job Description

So, what are the main responsibilities of a Team Leader in Netcompany? The Team Leader, IT Support is a critical leadership role responsible for the day-to-day operational management and coaching of our on-site IT support team. This role requires an experienced leader who has a deep, hands-on understanding of proximity support challenges and excels at coordinating improvement initiatives.

As a Team Leader, You Will

• Provide effective leadership to the Proximity IT Support teams (team size 30+), fostering a motivated, high-performing environment where team members continuously develop their skills.
• Manage daily team operations, including shift planning, task definition, and resource usage planning (shifts, holidays, projects).
• Conduct regular service reviews, quality control, and risk analysis to ensure Service Level Agreements (SLAs) are consistently met or exceeded.
• Oversee critical support processes, including call handling status, escalation procedures, and problem reporting.
• Track activities against operational plans and provide regular, accurate status reports (daily, monthly, yearly) to management.
• Manage the change control procedure related to physical IT assets and support methodologies.
• Coordinate small to medium-scale improvement and deployment initiatives related to end-user infrastructure, hardware, and support processes.
• Act as the final point of escalation for complex user support issues, leveraging technical knowledge gained through previous hands-on experience.

Qualifications

What would make you a fit for the role:

• Bachelor’s Degree and 7 years of experience as a Team Leader OR Master’s degree, 5 years of experience as a Team Leader.
• Extensive experience coordinating and leading Proximity Support teams (on-site IT support).
• Proven ability to interact professionally with end-users, senior management, and cross-functional teams.
• Strong leadership and project management skills, with a track record of guiding teams through daily operational activities.
• Demonstrated resilience and a proactive approach to continuous improvement.
• Experience/knowledge of ITIL practices preferably with ITILv4 certification.
• Bilingual Proficiency in both French and English.
• Prior experience in EU Institutions environment is considered a strong advantage.

Work Arrangement

This is a fully onsite position in Brussels.

Additional Information

Being a part of the Netcompany team, you will be provided with:

• Opportunity to work in a modern environment
• Competitive compensation & benefits package
• Hospitalization plan
• Hybrid working model
• Meal allowance
• Mobility budget or commuting allowance (if applicable)
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• Personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market, with a unique opportunity to shape the future of digital services in an environment that values ideas and fosters growth.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/