Our client is looking for an experienced and hands-on IT Service Desk Team Lead to join their dynamic IT team. In this role, you will be responsible for leading the service desk team (2 FTE) while actively contributing to daily operational tasks. You will ensure the delivery of high-quality IT support services, act as an escalation point, and help drive continuous improvement of the service desk operations.
Key Responsibilities:
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Lead and motivate the service desk team to provide excellent customer support.
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Act as a first point of escalation for complex IT incidents and service requests.
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Monitor service desk performance, ensuring SLAs and KPIs are met.
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Prioritize, assign, and follow up on daily tasks and tickets.
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Provide hands-on technical support (hardware, software, networks, and applications).
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Identify recurring issues and work on structural solutions and knowledge base improvements.
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Collaborate with other IT teams to resolve incidents and implement new technologies.
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Train and coach team members to improve their technical and customer service skills.
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Document procedures and ensure knowledge sharing within the team.
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Participate in IT projects and contribute to process improvements.
Requirements:
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Proven experience in an IT service desk or IT support role.
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Previous experience in a leadership or mentoring role is a plus.
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Hands-on experience with Windows, Office 365, Active Directory, and ITIL processes.
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Troubleshooting skills in hardware, software, and network environments.
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Excellent communication and customer service skills.
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Ability to work independently and under pressure in a fast-paced environment.
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Proactive mindset with a focus on continuous improvement.
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Fluent in Dutch, English, and French.
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On-site presence required 5 days a week.
What We Offer:
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A dynamic and collaborative working environment.
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Opportunities for personal and professional development.
Skills:
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Helpdesk: Advanced
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IT Governance Framework: Intermediate
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ITIL: Advanced
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Microsoft Windows: Intermediate
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Monitoring SLA / KPI: Advanced
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Stakeholder Management: Intermediate
Languages:
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Dutch: Professional working proficiency
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English: Full professional proficiency
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French: Professional working proficiency
Locations:
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Main address: Philipssite, 5/b – 3001 Leuven
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Remote option: No remote
