Interim Manager Digital Service Desk Job ID: JP055101
Interim Manager Digital Service Desk
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We are looking for an experienced **IT Service Desk Manager** to lead and coach an established Service Desk team while driving improvements in team culture, service quality, and operational support. The role combines **leadership, change management, and hands-on technical expertise**.
### Key Responsibilities
* Lead, coach, and motivate a team of Service Desk Officers.
* Drive improvements in **team spirit, accountability, ownership, and service culture**.
* Improve support processes, procedures, and the overall user experience.
* Actively participate in daily IT support and provide technical guidance when required.
* Monitor ticketing performance, identify trends, and take proactive actions.
* Ensure effective first- and second-line support for users and partners.
* Support IT support improvement and change initiatives.
* Identify and escalate cybersecurity risks and policy-related issues.
* Communicate complex technical topics clearly to users and stakeholders.
* Stay up to date with IT trends and introduce relevant improvements.
### Requirements
* **7+ years of relevant experience** in IT Service Desk Management or a similar role.
* Proven experience leading **IT support improvement and change initiatives**.
* Strong coaching and people-management skills, with experience transforming team culture.
* Advanced knowledge of **Microsoft environments**, including Office 365, Outlook, Teams, SharePoint, and Power BI.
* Experience with **Microsoft Entra ID and Active Directory**.
* Good knowledge of **Windows client operating systems**.
* Experience with ticketing systems and service reporting.
* Strong understanding of **cybersecurity policies and guidelines**.
* Decisive, adaptable, analytical, and solution-oriented.
* Strong communication and constructive leadership skills.
* **Dutch:** Native or bilingual proficiency.
* **English:** Full professional proficiency.
### Work Arrangement
* **Location:** Aartselaar, Belgium
* **On-site:** Fully on-site; no remote work.
* **Contract:** Interim assignment