Service Desk Manager: Elevate Support, Lead & Optimize

Euronext; Rotterdam; On-site; EUR 70,000 - 90,000; Full time

Job summary

Euronext Rotterdam is seeking an experienced Service Desk Manager to lead a team of seven analysts delivering first- and second-line support for the iBabs product suite. You will balance hands-on work with strategic oversight of performance, resource planning and service quality.

You will partner with the Service Manager and stakeholders to drive process improvements, manage escalations, and enhance customer experience.

Qualifications

• 5+ years in Service Desk, IT operations or technical support.
• Strong knowledge of incident, problem and change management (ITIL).
• Fluent in Dutch; English required.

Responsibilities

• Lead and develop the 7‑person Service Desk team, ensuring high performance and SLA adherence.
• Participate in daily support tasks during peak times; prioritize tickets and improve service delivery.
• Serve as main escalation point for client issues and ensure rapid resolution.
• Drive process improvements and leverage automation to increase efficiency.
• Collaborate with the Service Manager to optimize workflows and document knowledge.

Skills

ITIL processes

Troubleshooting

Escalation handling

Stakeholder management

Dutch & English

Job description

Euronext Rotterdam is seeking an experienced Service Desk Manager to lead a team of seven analysts delivering first- and second-line support for the iBabs product suite. You will balance hands-on work with strategic oversight of performance, resource planning and service quality.

You will partner with the Service Manager and stakeholders to drive process improvements, manage escalations, and enhance customer experience.