Proximus is active as a provider of digital services and communication solutions on the Belgian and international markets. We offer our customers a world of digital opportunities so that they can live better and work smarter. We do this by offering products and services tailored to the needs of every customer and by being a partner of citizens, companies and Belgian society in their digital evolution.
Proximus Group consists of the mother company Proximus SA and a growing network of subsidiary companies in the telecom and IT sectors, active in the Benelux and various other countries.
Responsibilities
Proximus SpearIT is a leading provider of digital transformation services in Belgium and valued member of the Proximus group. With a focus on delivering innovative and value-driven solutions, Proximus SpearIT helps organizations of all sizes to embrace new technologies and stay ahead in a rapidly evolving business landscape.
Proximus SpearIT's services cover a broad range of areas including IT infrastructure, cloud services, workplace transformation, and digital transformation. By leveraging its deep expertise and extensive industry knowledge, Proximus SpearIT partners with clients to help them optimize their IT environments, enhance their agility, and drive better business outcomes.
Proximus SpearIT is on the hunt for a seasoned Service Desk Manager who is eager to take part in shaping the future of our services and organisation.
Do you have an affinity with Azure, O365, and other IT technologies? Do you love building, motivating and coaching a team? Are you a customer-oriented team player with strong communication skills? Do you want to be part of a growing organization where you can take initiatives? Then this might just be the position you are looking for!
Role Overview:
The Service Desk Manager will be responsible for overseeing the daily operations of our 1st line support, ensuring the seamless delivery of IT support services to our clients’ and internal end-users. Our 1st line support consists of 3 activities:
- Remote service desk activities supporting our customers with questions and problems related to their IT infrastructure (PC, cloud, servers, network, Smart labelling,...)
- Local runner activities supporting our customers on-site with questions and problems which can not be resolved remotely
- Field service activities for interventions and installations on-site on customer pre-mises
We are looking for a seasoned leader who can effectively manage a team of 10 experts, coordinate with multiple stakeholders, and uphold the highest standards of service excellence.
Key Responsibilities:
- Team Management:
- Lead and inspire a highly flexible team of service desk agents, local runners, and field service agents, providing guidance, mentoring, and performance feedback
- Maintain optimal staffing levels to meet service level agreements (SLAs) and client demands.
- Conduct regular team meetings, establish goals, and monitor individual and team performance.
- Foster a collaborative and positive work environment with all the departments of Proximus-SpearIT, encouraging knowledge sharing and continuous learning.
- Interview and hire additional resources as required to support the growth of the company.
- Service Delivery:
- Oversee the operations of the managed services service desk, ensuring prompt and efficient resolution of client issues and requests.
- Plan and maintain capacity overviews, local runner scope and activities, and managed staffing.
- Monitor and analyze service desk metrics and key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities to enhance client satisfaction.
- Help develop and implement service desk processes, procedures, and standards to optimize service delivery.
- Collaborate with other teams at Proximus-SpearIT to escalate and resolve complex technical issues.
- Continuously evaluate client satisfaction and drive initiatives to enhance the overall service experience.
- Continuous Improvement:
- Identify opportunities for process improvements and automation to streamline service desk operations.
- Maintain and support a robust knowledge management system to promote self-service (“shift-left”) and empower end-users.
- Foster a culture of continuous learning and professional development within the service desk team.
Profile
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent experience.
- Proven experience (5 years) in managing a service desk or IT support team, preferably in a managed services environment.
- Strong knowledge of IT service management frameworks (e.g., ITIL) and industry best practices for managed services.
- Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Exceptional communication and interpersonal skills, with the ability to effectively engage with clients, team members, and stakeholders at all levels.
- Solid understanding of IT infrastructure, networks, and managed services concepts.
- Experience in implementing and optimizing service desk processes and workflows.
- Strong analytical and problem-solving abilities, coupled with a customer-centric mindset.
- Fluent in Dutch and English, with French as a plus.
If you recognize yourself in these requirements, we are looking forward hearing from you!
#LI-DNI
