Service desk manager (freelance/contract)

Manager Service Desk – Freelance

📍 Aartselaar, Antwerp

🗓 Start: ASAP

📅 Duration: 7 months

🗣 Languages: NL & EN

🏠 Remote: On‑site only (no remote)

Our customer is seeking an experienced Manager Service Desk to lead, coach, and transform a committed team of Service Desk Officers. This role blends leadership & change management with hands‑on operational involvement.

You will shape a new team culture, elevate service quality, and ensure a smooth, secure, customer‑centric digital experience for more than 1,400 internal users and partners.

As the interim Digital Service Desk Manager, you will:

• Lead and coach the Service Desk team, improving team spirit, ownership, procedural discipline, and service mindset.
• Introduce a modern, customer‑first support approach (the “Coolblue effect”).
• Stay close to operations: understand support realities, step in when needed, and ensure continuity of service.
• Oversee first‑ and second‑line support activities, including hardware/software installation, rights management, documentation, and structural problem analysis.
• Strengthen the team’s DNA, culture, and impact through coaching, clarity, and consistent leadership.
• Ensure a memorable, high‑quality user experience across all digital touchpoints.

What We Expect From You

• 7+ years of experience in a similar Service Desk leadership role.
• Proven success in team coaching, culture change, and driving behavioural transformation.
• Experience leading or contributing to IT support improvement projects.
• Ability to make tough decisions in ambiguous or complex environments.
• Constructive assertiveness: able to challenge, guide, and empower simultaneously.
• Strong communication skills in Dutch, able to translate complex technical issues into clear, user‑friendly language.
• Passion for innovation and continuous improvement.
• Strong analytical mindset with a helicopter view to maintain oversight and priorities.

Technical Skills

• End‑user software expertise — Advanced
• Team coaching & responsibility culture — Expert
• DNA & culture change in teams — Expert
• EntraID & Active Directory user/group management — Advanced
• Windows OS knowledge — Advanced
• Microsoft ecosystem (Office, SharePoint, Teams, PowerBI) — Advanced
• Ticketing tool reporting & proactive follow‑up — Advanced
• Cybersecurity guidelines & escalation — Advanced