Manager Service Desk

iBabs B.V.; Rotterdam; On-site; EUR 70,000 - 95,000; Full time

Job summary

Euronext Rotterdam is seeking a Service Desk Manager to lead a 7-person team delivering first- and second-line support for the iBabs product suite. You will guide performance, resource planning and process improvements while remaining hands-on during peak periods.

You will also be the primary escalation contact, working with stakeholders to maintain service quality and customer trust, and continuously improve incident handling and documentation.

Qualifications

• 5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.
• At least 2-3 years of people management experience.
• Strong knowledge of incident, problem and change management processes (ITIL).
• Advanced troubleshooting skills with keen attention to detail and escalation handling.
• Experience working with SLAs, KPIs and operational reporting.
• Proven ability to manage escalations and maintain customer trust during critical incidents.
• Strong stakeholder management skills.
• Fluent in Dutch and English.

Responsibilities

• Lead and develop a team of Service Desk Analysts to ensure high performance.
• Manage performance, training needs, engagement and resource planning.
• Participate in daily support tasks, handling calls and tickets during peak times.
• Prioritise tickets when needed and ensure SLAs are met.
• Serve as the main escalation point for customers and resolve complex issues.
• Identify opportunities to leverage automation and AI to streamline operations.
• Collaborate with the Service Manager to optimize workflows and reporting.
• Oversee knowledge management and update technical documentation.

Skills

Service Desk Experience

People Management

ITIL Knowledge

Escalation Handling

Stakeholder Management

Job description

Job summary As Service Desk Manager, you lead and develop a team of 7 Service Desk Analysts, ensuring the delivery of high-quality first- and second-line support across the iBabs product suite. You are a hands-on leader who is comfortable stepping into operational activities when required while maintaining oversight of team performance, resource planning and service quality. You work closely with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, continuous process improvement, and an excellent customer experience. Additionally, you serve as the primary escalation point for clients, resolving complex or sensitive issues professionally.

Key accountabilities

• Team Leadership: coach and develop the Service Desk team to ensure high performance.
• Manage performance, training needs, engagement and resource planning.
• Operational Execution & Operational Excellence: Actively participate in daily support tasks, handling phone calls and tickets alongside the team during peak times.
• Prioritise tickets when needed.
• Ensure the team meets service level agreements (SLAs) and maintains a high level of customer satisfaction.
• Escalation Management: Serve as the main point of contact for customer escalations, ensuring rapid and effective resolution.
• Process Improvement: Continuously analyse and improve incident management processes to enhance efficiency and customer satisfaction.
• Identify opportunities to leverage automation and AI to streamline operations, improve service delivery, and increase team productivity.
• Actively participate to change management to ensure adhesion.
• Collaboration & Alignment: Work closely with the Service Manager to optimize daily workflows, ticket distribution, and response times.
• Knowledge Management: Oversee feature testing and the continuous updating of technical documentation by the team.
• Shifted and on-call hours may be required for that role.

Profile

• 5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.
• At least 2-3 years of people management experience.
• Strong knowledge of incident, problem and change management processes (ITIL).
• Advanced troubleshooting skills with a keen attention to detail and strong escalation-handling capabilities.
• Experience working with SLAs, KPIs and operational reporting.
• Proven ability to manage escalations and maintain customer trust during critical incidents.
• Strong stakeholder management skills.
• Fluent in Dutch and English is required.

Euronext Values

Unity

• We respect and value the people we work with
• We are unified through a common purpose
• We embrace diversity and strive for inclusion

Integrity

• We value transparency, communicate honestly and share information openly
• We act with integrity in everything we do
• We don’t hide our mistakes, and we learn from them

Agility

• We act with a sense of urgency and decisiveness
• We are adaptable, responsive and embrace change
• We take smart risks

Energy

• We are positively driven to make a difference and challenge the status quo
• We focus on and encourage personal leadership
• We motivate each other with our ambition

Accountability

• We deliver maximum value to our customers and stakeholders
• We take ownership and are accountable for the outcome
• We reward and celebrate performance

Equal opportunity

We are proud to be an equal opportunity employer.

We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor.

We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive.

It does not prevent to add more tasks, projects.

Euronext is the leading European capital market infrastructure, covering the entire capital markets value chain, from listing, trading, clearing, settlement and custody to solutions for issuers and investors.

Euronext operates MTS, one of Europe’s leading electronic fixed income trading markets, and Nord Pool, the European power market.

Euronext also provides clearing and settlement services through Euronext Clearing and its Euronext Securities central securities depositories (CSDs) in Denmark, Italy, Norway and Portugal.

Euronext’s regulated exchanges in Belgium, France, Greece, Ireland, Italy, the Netherlands, Norway and Portugal host a broad range of listed issuers, a strong blue-chip franchise and the largest global center for debt and fund listings.

With a diverse domestic and international client base, Euronext is a major venue for European lit equity trading.

Its products include equities, FX, ETFs, bonds, derivatives, commodities and indices.

For the more information, please visit our career website.