Service Desk Manager

We are looking for an interim Digital Service Desk Manager who already has at least 7 years of relevant work experience in a similar your role you combine leadership and change on the one hand and operational involvement with technical expertise on the other.

You will join an experienced and committed team of Service Desk Officers who collectively ensure the quality continuity and user experience of our digital services in an accessible and customer-oriented manner.

Within leadership and coaching we specifically wish to tackle several challenges regarding the method of support (Coolblue effect) correct adherence to procedures increasing team spirit and sense of responsibility strengthening teamwork and team impact etc.
In this domain we expect proven experience; we want to cultivate a new DNA and culture within the team.

In terms of operational involvement you stay close to your team understand the reality of support and take responsibility when it matters. From a coaching and connecting role you ensure smooth operations and a strong memorable user experience. Every day you support more than 1400 colleagues and partners so that can work smoothly safely and efficiently. From hardware and software installation to rights management from drafting manuals to analyzing and solving structural problems: you are the first and second line support for digital support.

What else do we expect from you

• Experience in leading or participating in IT support improvement projects.
• You dare to make tough decisions even when the situation is ambiguous or the choice is difficult. You remain agile and solution-oriented in a complex environment.
• You are constructively assertive do not shy away from difficult conversations and simultaneously provide space and trust.
• You make complex digital issues understandable for users and colleagues. You communicate in a connecting fluent Dutch.
• You follow trends in the sector and enjoy bringing innovation to the team.
• Thanks to your helicopter view and analytical attitude you maintain an overview and stay on top of priorities.

Skills & Experience looking for:

• Broad and in-depth knowledge of end-user software
• Coaching to work on team spirit team mentality and sense of responsibility
• Realizing DNA and culture change within a team/team dynamic
• Experience with managing EntraID and ActiveDirectory users and groups
• Knowledge of Client Windows OS (drivers configurations and settings)
• Microsoft ecosystem: Office suite en outlook Sharepoint en teams PowerBI
• Reporting from the ticket tool (including proactive follow-up and management)
• Technical and functional knowledge regarding Cybersecurity guidelines and policies (including recognizing and escalating)

Required Skills:

SHAREPOINT