IT Support Lead — Coaching, ITIL & ServiceNow

Prodrive Technologies

Son en Breugel

On-site

EUR 70,000 - 100,000

Full time

8 days ago

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Benefits offered by this job

33 days leave per year

Pension plan

Travel allowance for on-site days

Growth plan and career advancement

On-site meals (free lunch or dinner)

Company iPhone and laptop

Free sports facilities on campus

Job summary

Prodrive Technologies is seeking a skilled Team Lead Support to guide the IT Support organization. You will own the overall performance of the support function, ensuring service levels, coaching, and continuous improvement of processes and tooling.

You will leverage ITIL practices and ServiceNow to deliver a customer-focused experience, while aligning operations with IT strategy. The role requires a Bachelor’s in IT and 5+ years in IT Support in international settings.

Qualifications

Bachelor’s degree in Computer Science, IT or related field.
5+ years of experience in IT Support or IT Service Management.
Proven experience leading or coaching support teams.
Strong knowledge of ITIL processes (incident, request, problem, change).
Experience with ServiceNow is required.
Experience with IT asset management.
Strong customer-oriented mindset.

Responsibilities

Lead and manage the IT Support team, including performance management and coaching.
Ensure high-quality, customer-oriented IT support services.
Monitor and improve service levels in line with IT SLAs.
Drive continuous improvement of processes and ServiceNow workflows.
Manage IT support tooling with a strong focus on ServiceNow.
Ensure effective management of IT assets (lifecycle, tracking, compliance).
Act as escalation point for complex or critical incidents.
Align support operations with business needs and IT strategy.
Collaborate with other IT domains to improve end-to-end service delivery.