About this role
Responsibilities Lead and coach a team of Service Desk Officers to improve team spirit, responsibility, and service impact. Drive cultural change within the team to implement a customer-centric service mentality. Oversee daily first and second-line support operations, including hardware and software lifecycle management and rights administration. Analyze and resolve structural technical issues and complex digital requests. Manage IT support improvement projects and ensure strict adherence to internal procedures. Communicate complex digital solutions effectively to both users and technical colleagues. Requirements 7+ years of experience in Service Desk Management or a similar IT leadership role. Proven track record in Change Management , specifically focused on transforming team culture and operational DNA. Advanced knowledge of the Microsoft ecosystem , including Office 365 , SharePoint , Teams , and Power BI . Technical proficiency in Windows Client OS , Entra ID , and Active Directory user and group management. Experience in managing IT support improvement projects and performing structural problem analysis. Expertise in ticket-based reporting and using data to steering service desk performance. Functional knowledge of Cybersecurity guidelines and escalation policies. You possess a proactive helicopter view and are capable of making decisions in ambiguous situations. You are constructive and assertive with a solution-oriented mindset. You are native or bilingual in Dutch with a full professional proficiency in English . Nice to Haves Willingness to stay updated on emerging trends in the digital service sector.