Service Desk Manager: Lead, Escalations & Optimization

Euronext; Hoorn; On-site; EUR 80,000 - 105,000; Full time

Job summary

Euronext is seeking a Service Desk Manager to lead a team of seven Analysts, delivering high-quality first- and second-line support for the iBabs product suite. You will be a hands-on leader, stepping into operational tasks when needed while guiding performance, resource planning and service quality.

You will work closely with the Service Manager and cross-functional stakeholders to drive continuous process improvement, incident management, and customer satisfaction.

Qualifications

• 5+ years of experience in a Service Desk, Technical Support, or IT Operations.

Responsibilities

• Lead and develop a 7-person Service Desk team.
• Ensure first- and second-line support across the iBabs product suite.
• Oversee SLAs, performance metrics and continuous process improvement.
• Escalation management as primary client contact.
• Collaborate with the Service Manager and cross-functional stakeholders.
• Oversee knowledge management and documentation.
• Shifted and on-call hours may be required.

Skills

Incident management

Problem management

Change management

Escalation handling

Stakeholder management

Leadership

Job description

Euronext is seeking a Service Desk Manager to lead a team of seven Analysts, delivering high-quality first- and second-line support for the iBabs product suite. You will be a hands-on leader, stepping into operational tasks when needed while guiding performance, resource planning and service quality.

You will work closely with the Service Manager and cross-functional stakeholders to drive continuous process improvement, incident management, and customer satisfaction.