Service Desk Lead: People, Process & SLA Excellence

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

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.