Service Desk Manager: Lead, Improve & Deliver Excellence

hrhub; Rotterdam; Presencial; EUR 70.000 - 95.000; Jornada completa

Descripción de la vacante

hrhub is seeking a Service Desk Manager to lead a team of 7 Service Desk Analysts, delivering high-quality first- and second-line support across the iBabs product suite. You’ll be a hands-on leader, guiding day-to-day operations while overseeing performance, staffing and service quality.

You will partner with the Service Manager and cross-functional stakeholders to optimise workflows, drive process improvements, and manage client escalations with a focus on customer satisfaction.

Formación

• 5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.
• 2-3 years of people management experience.
• Strong knowledge of incident, problem and change management (ITIL).
• Advanced troubleshooting skills with 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.

Responsabilidades

• Lead and develop a 7-person Service Desk team to deliver high-quality first- and second-line support.
• Oversee day-to-day operations, performance, staffing and service quality.
• Act as primary escalation point for clients and manage complex/sensitive issues.
• Drive process improvements and leverage automation/AI where appropriate.
• Collaborate with the Service Manager and cross-functional teams to optimise workflows and response times.
• Oversee knowledge management and maintain up-to-date technical documentation.
• Shifted and on-call hours may be required.

Conocimientos

Service Desk / IT Operations

People Management

ITIL Processes

Escalation Handling

SLA/KPI Reporting

Stakeholder Management

Dutch & English Fluency

Descripción del empleo

hrhub is seeking a Service Desk Manager to lead a team of 7 Service Desk Analysts, delivering high-quality first- and second-line support across the iBabs product suite. You’ll be a hands-on leader, guiding day-to-day operations while overseeing performance, staffing and service quality.

You will partner with the Service Manager and cross-functional stakeholders to optimise workflows, drive process improvements, and manage client escalations with a focus on customer satisfaction.