We are currently looking for an onsite “Team Lead Service Desk” to support the business in achieving its objectives.

• Be part of the on-site Services Operations Team that is responsible for Network, Security, Cloud & Collaboration Services in a dynamic global 24/7 environment.
• Focus will be coordination of the Belgian Technical Service Desk L1 team members in their daily duties and improving the value streams.
• Incident Management: responsible for the effective implementation of the incident management process, including the related communication and reporting. Also represents the first stage of escalation if an incident is not able to be resolved within the agreed service level.
• You will engage appropriate colleagues, vendors, and leadership teams to restore service and recommend solutions for long term fix.
• You will prepare reports for management, identify risks/solutions, and make recommendations for continual improvement

Job Description

• You organize the daily operations and processes of your team.
• End to end responsibility for the management, communication, escalation, investigation, and resolution of all incidents and requests, ensuring Business / Clients updates are timely and of sufficient quality.
• Leading and driving fastest possible ticket resolution and restoration by engaging the right teams and leaders from across the organization at the right time.
• Responsible for clear, accurate and punctual communications to internal stakeholders and client facing teams.
• Responsible for chairing and driving Management and/or Technical conference calls with all required stakeholders.
• Responsible for effective internal and vendor escalation, as and when required.
• Responsible to deliver the services on agreed SLA.
• Document Post Incident Reports (RCA’s), as well as input to the Change and Problem Management Processes as required.
• Single Point of Contact for internal stakeholders and Managed Service Providers, for all High Priority Incidents.
• Drive and maintain the Incident Management process and associated team procedures.
• Monitor all value streams in scope, recommend improvements, and ensure the processes are followed.
• Ensure incident related SLA’s and team KPI’s are met in view of driving incident recovery and communication.
• Ensure Quality assurance of tickets.

Here’s what we are looking for in candidates

• Candidate must be a self-motivated individual that is dedicated to delivering brilliant client service with strong communication, presentation and interpersonal skills
• 5+ years of experience working in an IT Operational environment with a good understanding of networks and network security
• You have experience in managing a team
• Minimum ITIL Foundation certified
• You know how to motivate a team and develop their competences
• Excellent problem solving and decision-making skills
• Strong client focus
• Strong KPI’s monitoring & reporting capabilities
• You like working in a dynamic environment and can adapt to change
• Ability to work effectively under pressure
• Leads and inspires
• Works hard to create a Winning Team
• Good understanding of key business processes
• Fluent in English and Dutch/French, both written and spoken