Twenty8 is an independent firm delivering IT services to international organizations, with a focus on supporting digital transformation, business development, and customer-centric solutions.
We collaborate closely with European Union public institutions and agencies, helping skilled professionals navigate and grow in their international careers.
We are currently seeking an experienced Support Team Manager to support a prestigious European Institution in Brussels.
️ KEY RESPONSIBILITIES:
* Lead and supervise support teams, ensuring efficient service delivery, clear accountability, and strong operational performance.
* Oversee the full lifecycle of incidents and support tickets through ServiceNow and Jira, ensuring proper logging, categorisation, prioritisation, assignment, and follow-up.
* Act as the main escalation point for complex support issues, ensuring compliance with defined escalation paths, resolution targets, and governance procedures.
* Closely monitor performance, backlog management, root cause analysis, and ticket quality, while implementing corrective actions where needed.
* Drive continuous improvement initiatives aligned with ITIL best practices, ensuring strong incident management, service quality, and operational consistency.
* Ensure strict compliance with ITIL processes, internal governance frameworks, SLA commitments, and service management standards.
* Contribute to the optimisation and modernisation of support operations through workflow automation and AI-enabled capabilities within the ITSM environment.
* Define, track, and report on KPIs.
* Foster a culture of service excellence, procedural compliance, accountability, and continuous improvement across the support function.
REQUIREMENTS:
* Minimum 5 years of experience in IT support operations, including at least 2 years in a team management or supervisory role .
* Strong knowledge of ITIL principles and best practices in IT Service Management.
* ITIL Foundation certification (or higher) is a strong asset!
* Excellent knowledge of ServiceNow .
* Excellent knowledge of Jira .
* Strong understanding of L1/L2 support models, incident management, escalation management, and SLA monitoring.
* Good knowledge of IT infrastructure and service management environments .
* Strong skills in team leadership, coaching, performance management, reporting, and stakeholder communication .
* Experience in automation and AI-driven service management initiatives is considered an asset.
This is a hybrid role based in Brussels.
Ready to Apply?
If your skills and experience align with this role, we’d love to hear from you!
Submit your CV today and embark on an exciting journey with us!