End-User Services Lead & Deskside Engineer

W3Global; Uithoorn; On-site; EUR 65,000 - 90,000; Full time

Job summary

W3Global seeks an experienced End User Services Lead to manage IT inventory, upgrade planning, and service desk operations for client environments in the Netherlands. You will drive continuous improvement, ensure SLAs are met, and coordinate with cross-functional teams to maintain high end-user availability.

The role requires strong leadership, ITIL-certified expertise, and the ability to align end-user infrastructure, networks, and server services with business needs.

Qualifications

• BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience.
• Proficiency in analytical, organizational, project management, interpersonal and communication skills (written and oral).
• Total 5+ Years' experience required.
• 5 years of experience in leading a team for end user support.
• Proficiency in building reports related to incidents and service requests and compliance.
• Ability to perform detail-oriented business and technical analysis to discover, refine, and document the requirements for technically oriented projects.
• Ability to multi-task and solve problems innovatively.
• Having knowledge of Service Management.
• Certification in ITIL Mandatory.

Responsibilities

• Lead the End User Services team to ensure timely delivery and continuous improvement.
• Oversee IT inventory management and annual reconciliation at client locations.
• Provide leadership and governance for incident management and service desk operations.
• Manage End User Technology upgrades as required.
• Support SD-WAN/LAN/WAN and related services and ensure SLA compliance.

Skills

Analytical skills

Organizational skills

Project management

Interpersonal communication

Written communication

Education

BA/BS in Business Administration, Finance, Computer Science, or equivalent

ITIL Certification

Job description

W3Global seeks an experienced End User Services Lead to manage IT inventory, upgrade planning, and service desk operations for client environments in the Netherlands. You will drive continuous improvement, ensure SLAs are met, and coordinate with cross-functional teams to maintain high end-user availability.

The role requires strong leadership, ITIL-certified expertise, and the ability to align end-user infrastructure, networks, and server services with business needs.