Manager Service Desk JP055101

Manager Service Desk | IT Support Leadership & Team Transformation | Aartselaar

We are looking for an experienced Interim Manager Service Desk to lead an established IT support team and drive a significant transformation in team culture, customer experience and service delivery.

This is a hands-on leadership role combining people management, coaching, change management and operational IT support expertise.

Your Role

You will lead a team responsible for delivering first- and second-line digital support to more than 1,400 employees and partners.

A key objective will be to create a stronger team culture and improve the overall support experience — with a focus on a highly customer-oriented, proactive and solution-driven approach.

Key Responsibilities

Leadership & Team Transformation

• Coach and develop the Service Desk team.
• Strengthen team spirit, ownership and accountability.
• Drive cultural and behavioural change within the team.
• Create a new team DNA focused on collaboration, responsibility and customer experience.
• Address difficult situations constructively and make decisions in complex or ambiguous environments.
• Build trust while maintaining clear expectations and accountability.

Service Improvement

• Lead or contribute to IT support improvement initiatives.
• Improve support processes and ensure procedures are consistently followed.
• Use reporting and data from the ticketing system to proactively monitor performance and identify improvement opportunities.
• Strengthen the quality, continuity and impact of the Service Desk.
• Follow industry trends and introduce relevant innovations.

Hands-On IT Support Leadership

• Stay close to daily Service Desk operations and support the team when needed.
• Understand and manage the realities of first- and second-line support.
• Help resolve structural and complex IT issues.
• Support activities ranging from hardware and software installation to access and user management.
• Ensure a smooth, secure and efficient digital experience for end users.

Required Skills & Experience

• Minimum 7 years of relevant experience in a similar Service Desk or IT Support leadership role.
• Strong experience coaching teams and improving:
  • Team spirit
  • Team mentality
  • Ownership
  • Accountability
• Proven experience delivering culture and organisational change within a team.
• Advanced knowledge of end-user software and IT support environments.
• Experience managing Microsoft Entra ID and Active Directory, including users and groups.
• Strong knowledge of Windows Client OS, including drivers, configurations and settings.
• Advanced knowledge of the Microsoft ecosystem, including:
  • Office Suite and Outlook
  • SharePoint
  • Teams
  • Power BI
• Experience with ticketing tools, reporting and proactive service monitoring.
• Strong understanding of cybersecurity guidelines and policies, including the ability to recognise and escalate security issues.
• Strong analytical skills and the ability to maintain a helicopter view while managing priorities.

What We're Looking For

• A strong coach and people leader.
• Someone who combines leadership with hands-on technical credibility.
• A decisive and pragmatic problem solver.
• Constructively assertive and comfortable having difficult conversations.
• Able to explain complex digital topics in a clear and understandable way.
• Passionate about improving customer experience and IT support services.

Languages

Dutch – Native or Bilingual Proficiency – Essential
English – Full Professional Proficiency

Contract Details

Location: Aartselaar, Belgium
Work model: Fully on-site
Start: As soon as possible
End date: 19 October 2026
Duration: Approximately 2 months
Workload: Full-time
Daily rate: €700–€900

Important Application Question

Candidates should be able to explain how they would use coaching and change management skills to guide the team through a transition focused on improving team collaboration, team spirit, ownership and accountability.

If you are an experienced IT Support Manager or Service Desk Manager with a proven track record in team coaching, culture change, service improvement and hands-on IT operations, we would like to hear from you.