Interim IT Support Manager
We are seeking an experienced Interim IT Support Manager with at least 7 years of relevant experience in IT support leadership. This role combines people leadership, cultural transformation, and hands-on operational involvement within a Service Desk environment.
Key Responsibilities
* Lead, coach, and develop a team of Service Desk professionals.
* Drive cultural and behavioral change to improve team spirit, accountability, ownership, and customer focus.
* Enhance support processes, service quality, and user experience.
* Actively support day-to-day Service Desk operations when required.
* Oversee first- and second-line support activities for more than 1,400 users and partners.
* Manage incident resolution, user administration, software and hardware support, documentation, and continuous improvement initiatives.
* Monitor service performance through ticketing and reporting tools.
* Promote cybersecurity awareness and ensure adherence to policies and procedures.
Required Skills & Experience
* Proven experience leading IT support teams and service improvement initiatives.
* Strong coaching and change management skills with a track record of building high-performing teams.
* Experience driving cultural and organizational change within support environments.
* Advanced knowledge of Microsoft technologies, including Office 365, Outlook, Teams, SharePoint, and Power BI.
* Experience with Entra ID and Active Directory user and group administration.
* Strong knowledge of Windows client operating systems, configurations, and troubleshooting.
* Experience with ticketing systems, reporting, KPI monitoring, and proactive service management.
* Good understanding of cybersecurity principles, policies, and escalation procedures.
Personal Profile
* Decisive and able to operate effectively in complex and ambiguous situations.
* Strong communication and stakeholder management skills.
* Customer-focused with a hands-on leadership approach.
* Analytical mindset with the ability to maintain strategic oversight and prioritize effectively.
Languages
* Dutch: Native or bilingual proficiency
* English: Professional proficiency
Location
* Aartselaar, Belgium (On-Site)