Job summary
As Service Desk Manager, you lead and develop a team of 7 Service Desk Analysts, ensuring the delivery of high-quality first- and second-line support across the iBabs product suite. You are a hands-on leader who is comfortable stepping into operational activities when required while maintaining oversight of team performance, resource planning and service quality.
You work closely with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, continuous process improvement, and an excellent customer experience. Additionally, you serve as the primary escalation point for clients, resolving complex or sensitive issues professionally.
Key accountabilities
- Team Leadership: coach and develop the Service Desk team to ensure high performance. Manage performance, training needs, engagement and resource planning.
- Operational Execution & Operational Excellence: Actively participate in daily support tasks, handling phone calls and tickets alongside the team during peak times. Prioritise tickets when needed. Ensure the team meets service level agreements (SLAs) and maintains a high level of customer satisfaction.
- Escalation Management: Serve as the main point of contact for customer escalations, ensuring rapid and effective resolution.
- Process Improvement: Continuously analyse and improve incident management processes to enhance efficiency and customer satisfaction. Identify opportunities to leverage automation and AI to streamline operations, improve service delivery, and increase team productivity. Actively participate to change management to ensure adhesion.
- Collaboration & Alignment: Work closely with the Service Manager to optimize daily workflows, ticket distribution, and response times.
- Knowledge Management: Oversee feature testing and the continuous updating of technical documentation by the team.
- Shifted and on-call hours may be required for that role
Profile
- 5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.
- At least 2-3 years of people management experience.
- Strong knowledge of incident, problem and change management processes (ITIL).
- Advanced troubleshooting skills with a keen attention to detail and strong escalation-handling capabilities
- Experience working with SLAs, KPIs and operational reporting.
- Proven ability to manage escalations and maintain customer trust during critical incidents.
- Strong stakeholder management skills.
- Fluent in Dutch and English is required