Manager Service Desk – Belgium (On-site)

HIVE-X; Belgique; Remote; USD 90,000 - 120,000; Full time

Job summary

Hive-X is seeking an experienced Digital Service Desk Manager to lead and enhance the Service Desk team's performance. You will be responsible for providing exceptional support to over 1,400 colleagues through effective leadership and operational management. The role requires at least 7 years of relevant experience, strong technical skills, and fluency in Dutch to facilitate clear communication. The position emphasizes innovation, teamwork, and creating a positive user experience in a complex environment.

Qualifications

• Proven experience in leading or participating in IT support improvement projects.
• At least 7 years of relevant work experience in a similar position.
• Fluent in Dutch and able to communicate complex issues clearly.

Responsibilities

• Lead and coach the Service Desk team to ensure quality and user experience.
• Support 1,400 colleagues with hardware/software issues and rights management.
• Improve support processes and maintain team spirit and responsibility.

Skills

Leadership

Change management

Operational support

Technical expertise

Problem-solving

Agility

Communication in Dutch

Job description

About Confidential At Confidential we connect people with people with water with technology. We stay ahead of change and work towards a living environment in harmony with water. We do this with water purification and sewerage, but also through innovation and energy transition. About the job We are looking for an ad interim Digital Service Desk Manager who has at least 7 years of relevant work experience in a similar position. In your role you combine leadership and change on the one hand and operational participation with technical expertise on the other. You will join an experienced and committed team of Service Desk Officers who together ensure quality, continuity and user experience of our digital services, in an accessible and customer-oriented manner. Within leadership and coaching, we specifically wish to tackle some challenges regarding the method of support (Coolblue effect), correct follow-up of procedures, increasing team spirit and sense of responsibility, strengthening teamwork and team impact, etc… We expect proven experience in this domain, we want to cultivate a new DNA and culture within the team. In terms of operational participation, you are close to your team, you understand the reality of support and you take responsibility when it matters. From a coaching and connecting role, you ensure smooth operation and a strong user experience that sticks. Every day you support more than 1,400 colleagues and partners so that Confidential can work smoothly, safely and efficiently. From installation of hardware and software to rights management, from creating manuals to analyzing and solving structural problems: you are the first and second line of support for digital support. What else do we expect from you? Experience in leading or participating in IT support improvement projects. You dare to make decisions, even when the situation is ambiguous or the choice is difficult. You remain agile and solution-oriented in a complex environment. You are constructively assertive, do not avoid difficult conversations and at the same time provide space and trust. You make complex digital issues understandable for users and colleagues. You communicate in a connecting manner in fluent Dutch. You follow trends in the sector and enjoy bringing innovation to the team. Thanks to your helicopter view and analytical attitude, you maintain an overview and priorities.

Required Skills