Service Desk Manager: Lead, Optimize Ops & Escalations

Euronext; Hoorn; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

Euronext in the Netherlands is seeking a Service Desk Manager to lead a team of 7 Analysts, delivering high-quality first- and second-line support across the iBabs product suite. You will be a hands-on leader, overseeing performance, resource planning and service quality.

You will collaborate with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, drive process improvements, and maintain excellent customer experience.

Formación

• 5+ years in a Service Desk, Technical Support, or IT Operations role.
• 2–3 years of people management experience.
• Strong knowledge of incident, problem and change management (ITIL).
• Advanced troubleshooting with attention to detail and escalation handling.
• Experience with SLAs, KPIs and operational reporting.
• Fluent in Dutch and English.

Responsabilidades

• Lead and develop a 7-person Service Desk team to ensure high performance.
• Participate in daily support tasks and manage tickets during peak times.
• Serve as primary escalation point for clients and complex issues.
• Analyse and improve incident management processes and leverage automation/AI.
• Collaborate with the Service Manager to optimize workflows and response times.
• Oversee knowledge management and documentation updates.

Conocimientos

Team Leadership

ITIL knowledge

Incident management

Escalation handling

Stakeholder management

Dutch & English fluency

Resource planning

Herramientas

ITSM tooling

Analytics & reporting

Descripción del empleo

Euronext in the Netherlands is seeking a Service Desk Manager to lead a team of 7 Analysts, delivering high-quality first- and second-line support across the iBabs product suite. You will be a hands-on leader, overseeing performance, resource planning and service quality.

You will collaborate with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, drive process improvements, and maintain excellent customer experience.