THE SCOPE
With 30 years of history, Gaming1 is a leading international player in land‑based and online gaming (casino, sports betting, poker). Our IT environment is increasingly complex, supporting internal teams and multiple business entities across international operations.
YOUR ROLE
You won’t just “handle tickets.” You will structure, elevate, and scale IT Support operations.
* Coordinate Support Operations: Ensure efficient day‑to‑day support, handle complex L2 issues, and guide L1 teams.
* Bring Structure Where It Matters: Standardise practices, define SOPs, and improve consistency across teams and locations.
* Drive Service Quality: Ensure high‑quality ticket handling, prioritisation, and resolution.
* Optimise Tools & Workflows: Leverage Jira Service Management to streamline processes and automate where relevant.
* Make Performance Visible: Monitor SLAs, KPIs, and service quality, providing actionable insights.
* Act as a Reference Point: Support, coach, and elevate the team through best practices and feedback.
* Bridge Teams: Ensure alignment between IT, business stakeholders, and support teams.
* Continuously Improve: Identify inefficiencies and drive initiatives to enhance user experience and operational performance.
* Support Operational Load When Needed: Contribute to ticket resolution during peak periods or team shortages.
* Lead by Example in Delivery: Step in hands‑on when required to support L1/L2 teams and resolve critical incidents efficiently.
* Bring structure and standardisation to IT Support operations, improve service quality and user satisfaction, increase visibility and control over support performance, and help transform IT Support into a scalable, high‑performing service organisation.
YOUR PROFILE
* Ownership, structure, and impact are valued.
* 5+ years of experience in IT Support with solid exposure to L2 environments.
* Strong ability to organise, standardise and improve processes with a pragmatic mindset.
* Combination of technical expertise and service orientation, delivering value to users.
* Demonstrated leadership through influence, acting as a reference point and supporting others in growth.
* Structured, solution‑driven, detail‑oriented, with accountability and follow‑through.
* Clear and effective communication with both technical and non‑technical stakeholders.
* Driven by continuous improvement, curiosity, and willingness to learn and evolve.
What sets you apart
* True service mindset: take every request seriously, help users with empathy, and know when to elevate to ensure efficiency.
* Pragmatism over perfection, balancing quality, speed and business needs.
* Full ownership, staying engaged until issues are resolved and going the extra mile when needed.
* Thriving in ambiguity, navigating complexity, building relationships, and adapting as the organisation evolves.
Your Technical Environment
* Strong knowledge of Microsoft 365, Windows, Active Directory / Azure AD.
* Experience with endpoint management tools (e.g., Intune).
* Solid expertise in troubleshooting and incident resolution.
* Strong experience with Jira Service Management (or similar ITSM tools).
* Familiarity with ITIL practices is a must.
What We Offer
As part of a unique experience, centred around values of pleasure, team spirit, performance, boldness and integrity, and alongside 1,600 employees worldwide, we offer:
* The opportunity to contribute to the international development of a family company from Liège.
* The chance to take part in a human and entrepreneurial adventure within a solid group.
* A friendly work environment that is adapted to reaching optimal performance.
* Leadership by talents, values, trust and autonomy.
* The opportunity to progress and specialise with our internal mobility system.
* A competitive salary package with several perks.
* The possibility to work remotely up to 50% for a good work‑life balance.
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