About the Company
Zetes is a leading technology company specializing in identification, traceability, and digital transformation across complex operational environments. For more than 40 years, we have helped organizations enhance agility, visibility, and reliability throughout their processes. With over 1,300 specialists operating from more than 30 offices in 20+ countries, we provide close support and local expertise to customers across the EMEA region.
Within this ecosystem, Zetes Goods ID delivers complete turnkey solutions integrating machinery, software, and lifetime services. Our mission is to connect the physical and digital worlds, enabling our customers to achieve operational excellence from end to end.
About the Role
To strengthen our Good ID Operations Customer Service / Repair Center, we are opening a position for a Service Desk Team Leader. This role sits at the intersection of technology, service leadership, and human values. It combines technical expertise (software & electronics), team leadership, and service delivery excellence.
As a Service Desk / Service Delivery Manager, you ensure that our services are reliable, responsive, and aligned with contractual commitments while fostering a work environment where people feel supported, engaged, and empowered.
Your Responsibilities
Deliver & Lead
* Ensure an outstanding customer experience through high‐quality, timely, and transparent service.
* Lead, coach, and inspire the Service Desk team in a technically advanced environment.
* Supervise customer communications, ensuring exceptional quality and responses within less than 2 hours after first contact.
* Oversee the logging and follow‐up of repair requests (input, quotations, output).
Monitor & Improve
* Monitor service performance and customer satisfaction.
* Anticipate risks, identify deviations, and strengthen service reliability.
* Transform customer feedback into actionable improvement opportunities.
* Produce clear, structured activity and incident reports.
Grow People & Build Teams
* Recruit, develop, and engage talented professionals.
* Support continuous learning and technical excellence.
* Foster a culture of trust, collaboration, and accountability.
Shape the Future
* Lead improvement initiatives that enhance efficiency, quality, and sustainability.
* Contribute to a safer, healthier, and more responsible workplace.
* Promote well‐being, respect, and environmental responsibility in daily operations.
Your Profile
Education & Experience
* Bachelor's degree or equivalent professional experience.
* Proven experience in Service Desk, Service Delivery Management, or technical support.
* Strong technical foundation in software, electronics, and troubleshooting.
* Experience in technical service environments is a strong asset.
Skills & Competencies
* Human‐centered, inclusive, and empowering leadership style.
* Clear, confident, and respectful communication (NL – FR – ENG).
* Ability to make sound decisions in complex situations.
* Customer‐oriented, proactive, and solution‐driven mindset.
* Sensitivity to psychosocial well‐being and environmental impact.
* Knowledge of Jira is a plus.
What We Offer
* A key role at the heart of customer experience and operational performance.
* Responsibility and autonomy from day one, supported by a committed and collaborative team.
* A full‐time permanent contract.
* Two days of home office per week.
* An attractive remuneration package aligned with your experience, complemented by fringe benefits.
* Company Car, fuel card, phone, laptop, working tools
* A dynamic environment where technology, service, and purpose come together.
Why Join Zetes?
Because you'll be part of an innovative, technology‐driven company where continuous improvement is a true performance engine. You will have a direct impact on the quality, reliability, and efficiency of our operations, while evolving in a collaborative and stimulating environment.
Equal opportunity statement
We believe that the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds and experiences. We are proud of our culture where people from all walks of life can thrive, grow and elevate.
For more information about Zetes, visit https://www.zetes.com/en
If you are interested in this challenging opportunity, please send your application letter and cv