About this role
Responsibilities Lead and coach a specialized team of service desk officers to foster accountability and a high-performance culture. Drive cultural change within the team to enhance service quality and user satisfaction. Oversee first- and second-line digital support, including hardware and software installation and rights management. Analyze structural technical issues and implement sustainable solutions to ensure operational continuity. Monitor and steer team performance using reporting data from the ticketing system. Manage the implementation and adherence to cybersecurity guidelines and escalation policies. Identify and integrate industry trends to continuously improve service delivery and technical documentation. Requirements 7+ years experience in IT support management or a similar leadership capacity. 8+ years expertise in coaching technical teams and driving organizational culture change. 5+ years experience with the Microsoft ecosystem , including Office suite , SharePoint , Teams , and Power BI . 5+ years technical knowledge of Client Windows OS configurations, drivers, and settings. 5+ years experience managing Entra ID and Active Directory users and groups. Advanced knowledge of Cybersecurity policies and technical escalation procedures. Proven track record in leading IT support improvement projects and analyzing ticket-based reporting. Constructive and assertive communication style with the ability to simplify complex digital topics. Analytical mindset with a helicopter view to manage priorities in complex environments. You are fluent in Dutch with full professional proficiency in English . Nice to Haves Proactive interest in emerging IT service desk trends and innovations.