OCTA Hoofdkantoor Hands-on Team Lead, IT Support, Pharmacy Nijmegen, Amsterdam

Octa; Nijmegen, Amsterdam; Hybrid; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Pension scheme

Travel allowance

Hybrid work option

Job summary

OCTA Pharmacy Group in the Netherlands is seeking an experienced, hands-on IT team lead to head the first/second-line support for our pharmacy network. You will manage two staff, stay hands-on on frontline support, and drive structure, quality and predictable IT service delivery across AIS, printers and workstations.

You will liaise with PharmaPartners, CGM and E‑Zorg, ensuring smooth disruptions handling and escalation.

Qualifications

• Demonstrable knowledge of Pharmacom and/or CGM Apotheek.
• Experience with pharmacy practice and AIS integration.
• Experience with E‑Zorg connections and secure healthcare connectivity.
• At least 5 years’ experience in first- and second-line IT support.
• Coordinating or hands-on managerial experience.
• Thorough knowledge of Microsoft 365, Windows and Entra ID.
• Experience with ITIL processes (incident, problem, change).
• Process-oriented and able to stay calm under pressure with strong coaching/communication.
• Excellent command of Dutch; resident in the Netherlands.

Responsibilities

• Providing day-to-day first- and second-line support for pharmacies and offices (50–60%).
• Analysing and resolving disruptions in the AIS (Pharmacom/CGM) – printers – workstations chain.
• Liaising with PharmaPartners, CGM and E‑Zorg for faults, changes and new branches.
• Managing and coaching two support staff; establishing ticket handling structure.
• Monitoring SLAs and quality; acting as escalation point for complex incidents.
• Developing ITIL processes and a knowledge base; reporting KPIs.

Skills

Pharmacom

CGM Apotheek

E‑Zorg

ITIL

Microsoft 365

Windows 10/11

Active Directory / Entra ID

First/Second-line support

Tools

TOPdesk

Jira Service Management

Atera

Intune

Job description

Who are we?

OCTA Pharmacy Group is a nationwide pharmaceutical organisation with over 900 employees: more than 50 community pharmacies, institutional pharmacies, pharmaceutical wholesalers and Central Filling hubs, a clinic pharmacy and a research department. Our mission: accessible, affordable and high-quality pharmaceutical care for everyone. IT is critical to this: every pharmacy relies on the pharmacy information system (AIS), the linked prescription and label printers, and the workstations on the shop floor. If a single link in that chain fails, the provision of care is immediately compromised. See also www.octa.nl .

Your role

We are looking for an experienced, hands‑on team lead who knows the pharmacy sector inside out to join our growing support team. You will report to the IT manager and manage two support staff, but you will be a hands‑on team leader: you will spend the majority of your time (approx. 50–60%) working on the front line in first‑ and second‑line support. In addition, you will bring structure, quality and predictability to the team and act as the first point of escalation.

At the heart of our IT environment are the pharmacy information systems Pharmacom (PharmaPartners) and CGM Apotheek (CompuGroup Medical), accessed via secure E‑Zorg connections. The integration between the AIS, the printers and the desktops is crucial to the smooth running of our pharmacies. Knowledge of and experience with this pharmacy environment is therefore essential and mandatory: you will immediately recognise any disruption in the chain and liaise smoothly with suppliers such as PharmaPartners, CGM and E‑Zorg.

Technical environment

• Pharmacy systems (AIS): Pharmacom (PharmaPartners) and CGM Apotheek (CompuGroup Medical)
• Healthcare connectivity: secure E‑Zorg connections as the foundation of the pharmacy workstation
• Pharmacy workstation: desktops, prescription and label printers, scanners and peripherals, integrated with the AIS
• Microsoft environment: Microsoft 365, Windows 10/11, Intune, Active Directory / Entra ID, MFA
• Ticketing: modern service management system (e.g. TOPdesk, Jira Service Management or Atera)

What will you be doing?

• Providing day‑to‑day first‑ and second‑line support for our pharmacies and office locations (approx. 50–60% of the time)
• Analysing and resolving disruptions in the AIS (Pharmacom/CGM) – printers – workstations chain
• Liaising with PharmaPartners, CGM and E‑Zorg in the event of faults, changes and new branches
• Managing and coaching two support staff; establishing structure in ticket handling, prioritisation, follow‑up and documentation
• Monitoring SLAs and quality; acting as the escalation point for more complex incidents
• Further developing ITIL processes and a knowledge base containing pharmacy‑specific work instructions; reporting on KPIs to the line manager

What do you bring to the role?

• Demonstrable knowledge of and experience with Pharmacom and/or CGM Apotheek (required)
• Experience of pharmacy practice: prescription processing and the integration between the AIS, prescription and label printers, and desktops (required)
• Experience with E‑Zorg connections and secure healthcare connectivity
• At least 5 years’ experience in first‑ and second‑line IT support
• Demonstrable experience in a coordinating or hands‑on managerial role
• Thorough knowledge of Microsoft 365, Windows and Active Directory / Entra ID
• Experience with ITIL processes (incident, problem, change)
• Process‑oriented and structured, able to keep a cool head under pressure, strong at coaching and communicating
• Excellent command of the Dutch language; resident in the Netherlands

Nice to have

• Work experience with a pharmacy IT provider, pharmaceutical wholesaler or pharmacy chain
• Experience with Microsoft Intune and Entra ID at administrator level

What do we offer?

• A full‑time position of 40 hours per week
• A 12‑month contract (with a one‑month probationary period), with the prospect of a permanent position
• The option to work hybrid, subject to agreement
• A base in the Nijmegen/Arnhem or Amsterdam/Almere region
• A good pension scheme through a.s.r
• Travel allowance for commuting