Het avontuur
The IT Support Lead will take full ownership of IT support operations across 1st and 2nd line teams within a shared services environment serving three autonomous business units. This role is critical in ensuring operational excellence, driving transparency, and leading transformation initiatives to modernize support processes. The successful candidate will act as a bridge between IT and business stakeholders, ensuring root cause resolution and optimal use of IT systems.
Key Responsibilities
* Ownership of Support Operations: Lead and manage 1st and 2nd line support teams, ensuring high-quality service delivery and adherence to SLAs.
* Performance Transparency: Establish clear reporting on performance metrics, issue trends, and root cause analysis.
* Resource Efficiency: Monitor and optimize resource allocation to improve effectiveness and efficiency.
* Stakeholder Collaboration: Work closely with business stakeholders to resolve issues originating from business processes (e.g., correct usage of IT systems).
* Cross-Functional Alignment: Collaborate with security, infrastructure, and cloud teams to maintain operational consistency and compliance.
* Process Excellence: Implement best practices for incident, problem, and change management aligned with ITSM frameworks.
* Transformation Leadership: Drive initiatives to modernize support processes, enhance automation, and improve user experience.
* Tool Expertise: Utilize Jira Service Management for ticketing, workflow automation, and reporting.
* Build Support Team Capability: Recruit, develop, and scale IT support teams across distributed locations; establish clear role definitions, career paths, and knowledge management practices.
* Establish User-Centric Support Culture: Foster a support culture that prioritises user needs, responsiveness, and professionalism; ensure support team understands business context and priorities
Je uitrusting
Required Skills & Competencies
* Strong leadership and team management skills with a focus on accountability and empowerment.
* Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
* Effective communication and stakeholder management skills across technical and business domains.
* Ability to lead transformation projects and manage change effectively.
Proficiency in ITSM tools, specifically Jira Service Management.
Experience & Qualifications
* Proven experience in IT support leadership within a shared services or multi-business-unit environment.
* Hands-on experience with IT Service Management frameworks, specially ITIL.
* Familiarity with Agile Service Management and DevOps integration is a plus.
* Demonstrated success in driving process improvement and transformation initiatives.
* Strong understanding of incident, problem, and change management processes.
Leadership Expectations
* Act as a role model for transparency, accountability, and continuous improvement.
* Foster a culture of collaboration and knowledge sharing across IT and business teams.
* Champion innovation and efficiency in IT support operations.
Onze troeven
* A dynamic, international environment where innovation and responsibility go hand in hand.
* An open corporate culture where you can be yourself.
* Adventurous colleagues in an international and diverse team.
* You can count on a competitive gross monthly salary in proportion to your experience including the possibility of a company car supplemented by numerous fringe benefits such as meal vouchers, group and hospitalisation insurance, additional holidays, staff discount.