A water and environmental infrastructure organisation in Belgium supports water treatment, sewerage, innovation and energy-transition operations through digital services across the Flemish region. The Manager Service Desk role will lead an experienced support team serving more than 1,400 colleagues and partners, combining team coaching and culture change with operational expertise in Entra ID, Active Directory and the Microsoft ecosystem.
The mission
Digital support covers the full user lifecycle, from hardware and software installation to identity and access management, user guidance, and analysis of recurring incidents. The team supports Windows client devices and Microsoft services including Office suite, Outlook, SharePoint, Teams and Power BI. Its first-line and second-line support provides continuity and a consistent user experience for more than 1,400 colleagues and partners. The role exists to improve support procedures, accountability, team impact and the way requests are followed through.
As a senior service desk manager, you will lead and coach the Service Desk Officers while remaining close to operational reality. You will translate ticket data into priorities and proactive improvements, help resolve or coordinate complex issues, and ensure that escalations are handled clearly. You will also connect day-to-day support with cybersecurity policies, identity administration and wider IT support improvement projects. The position suits an IT service desk leader who can make decisions in ambiguous situations and communicate complex digital issues in clear Dutch.
Your responsibilities
- Lead and coach Service Desk Officers to increase ownership, team spirit, collaboration and consistency in user support.
- Embed improved support procedures, escalation practices and service standards so requests are followed through and users receive a reliable experience.
- Drive or contribute to IT support improvement projects, translating operational observations into practical changes.
- Use ticket reporting to identify recurring issues, monitor follow-up and steer proactive actions.
- Oversee first-line and second-line support for Windows client OS, end-user software, Microsoft services, and Entra ID and Active Directory users and groups.
- Apply cybersecurity guidelines and policies in daily support, recognising risks and escalating them through the appropriate channels.
Your profile
Essential skills
- Bring at least 7 years of relevant experience in a comparable Manager Service Desk or IT service desk leadership role.
- Demonstrate broad and deep knowledge of end-user software and the Microsoft ecosystem, including Office suite, Outlook, SharePoint, Teams and Power BI.
- Administer Entra ID and Active Directory users and groups, and understand access-related support processes.
- Troubleshoot Windows client OS issues involving drivers, configurations and settings.
- Show proven experience coaching teams, strengthening team spirit and accountability, and guiding team culture change.
- Combine technical and functional understanding of cybersecurity policies and guidelines with sound escalation judgement.
- Use ticket-tool reporting proactively and maintain an analytical overview of priorities.
- Make decisions in ambiguous situations, communicate complex digital topics clearly, and handle difficult conversations constructively and assertively.
Languages
- Dutch, fluent, equivalent to CEFR C1 or higher, for user and stakeholder communication.