Head of service desk

Head Of Service Desk / Head of Support, Jira, ITSM ITIL FRENCH Fluent – Zaventem, Mechelen.

We need a dynamic people manage, team leader.
Someone who likes and wants to manage and lead a team of 7.
ITSM and ITIL are crucial.
The team are good but there is no structure, no process, no KPI's and it's the same for the customers, no SLA and no KPI's.
Structure, process ITIL AND ITSM are crucial to this job.
Jira, needs optimizing.
You will have full ownership of the team and you will have the support of management – but you will be autonomous and independent ( you will not be under micro-management).
You will take ownership.
Integrating yourself and the team is crucial.
For the first 3 months you will need to be fully on site, then remote 1 day per week.
You ill set work/day to day structure. You will divide the tasks, the priorities, you are the chef d'orchestre.
You will deal with Contract Management with customers and again put in place SLA and KPI's.
Standardization is key.
You are the bridge between Clients – and internal customers (accounts and IT etc..)
This is an internal Service DESK job, Operational Support.

You will set clear tasks, a clear way of working, a strong structure for everyone both internal and customers, again, SLA's - KPI's.
Influence team.
It is a transformation project for these 7 people – for this team and division – the CEO is also pushing for this. You will have direct contact with this the CEO.
DASHBOARD reporting will be integral to this.
Documentation is also very important.
Stress resistant
The team have not had structure, they are not used to structure so you will be a Change Manager.
The team deal with digital Systems and Software - The User Support team (7 people) provides technical assistance, incident and request management, ensuring customer satisfaction and operational performance. The current environment uses an unstructured JIRA platform, without documentation or SLA tracking. The manager will need to transform the activity towards efficient and structured support while leading the team daily.
Main Missions

• Operational management of the support team (7 people)

• Organize work, assign tasks, and prioritize tickets/incidents

• Lead and support the team daily (briefings, feedback, skills development)

• Manage the activity: planning, workload management, monitoring individual and collective performance

• Structure user support

• Formalize processes, implement documentation, and model workflows

• Deploy an ITSM/ITIL approach and raise the team's awareness of best practices

• Optimize the JIRA platform

• Structure the tool: ticket management, adapted workflows, dashboards, reports

• SLA and indicators

• Define, implement, and monitor SLAs, produce and analyze support KPIs

• Provide regular reporting to management

• Training and continuous improvement

• Train and coach the team on new tools and methods

• Develop a service culture and team spirit

• Interface with stakeholders

• Collaborate with development, product, client, and management teams

• Stress resistance

• Effectively manage critical or high-pressure situations, maintain composure and objectivity during emergencies or crises

• Support the team in stress management, provide a calm atmosphere and appropriate solutions

• Analytical mindset

• Analyze incidents, trends, and support metrics to inform decisions and improve processes

• Identify malfunctions, root causes, and propose action plans based on accurate data
Desired Skills
Skill Description
Team Management Daily supervision, organization, and motivation of team members
ITSM / ITIL Mastery and hands-on implementation experience in technical
support
JIRA Management Advanced configuration, structuring, and workflow automation
SLA/KPI Monitoring Setup and management of performance indicators
Documentation Organization, writing, and updating
Operational Resolution Crisis management, prioritization, and on-site arbitration
Communication & Coaching Exchanges, training, feedback, change support
Stress Resistance Self-control in high-pressure situations, individual and collective
stress management
Analytical Mindset Ability to collect, structure, and interpret data for continuous
improvement
Professional English International context, written and spoken

Profile

• Minimum Bac+3, specialization in IT, support, or project management

• Minimum 5 years experience in similar technical support team management roles

• ITIL certification appreciated

• Leadership, stress resistance, analytical mindset, service orientation, and organization skills

• Ability to drive change in a dynamic environment

Please apply with your most up to date CV if interested.
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