Global Support Operations Lead

Source Intelligence; Arnhem; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Collaborative environment

International team

Flexible working

Career growth

Competitive salary

Impact on customer satisfaction

Job summary

Source Intelligence is seeking a dedicated Support Coordinator to manage daily IT support operations for the ChainPoint platform. You will act as a central liaison among customers, consultants, developers, and internal stakeholders, ensuring efficient issue resolution and SLA adherence.

The role emphasizes continuous service improvement, documentation enrichment, and proactive process optimization in a collaborative, international environment.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• 3–5 years of IT support or application support experience.
• Experience coordinating support activities or acting as a senior support professional.
• Experience with ITIL-based service management.
• Experience with ticketing systems (Topdesk, Zendesk, Jira Service Management).

Responsibilities

• Coordinate daily support operations and balance workload and priorities.
• Act as first escalation point for complex or high-priority support cases.
• Monitor incidents, service requests, and changes to meet SLAs.
• Coordinate with consultants and product owner to resolve issues.
• Ensure ITIL-based Incident, Problem, and Change Management practices.

Skills

Strong organizational skills

Analytical and problem solving

Customer-focused

Dutch and English communication

Prioritization in dynamic environments

Stakeholder coordination

Improvement mindset

Education

Bachelor's degree in IT or related field

Tools

Topdesk

Zendesk

Jira Service Management

Job description

Source Intelligence is seeking a dedicated Support Coordinator to manage daily IT support operations for the ChainPoint platform. You will act as a central liaison among customers, consultants, developers, and internal stakeholders, ensuring efficient issue resolution and SLA adherence.

The role emphasizes continuous service improvement, documentation enrichment, and proactive process optimization in a collaborative, international environment.