About the mission
We are looking for an interim Manager Digital Service Desk with at least 7 years of relevant experience. The role combines leadership and operational involvement, focusing on improving team spirit and user experience while providing first and second line support for digital services.
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About Aquafin
At Aquafin, we connect people with water through technology. We drive change and work towards an environment in harmony with water. We do this through water purification and sewage systems, but also through innovation and energy transition.About the job
We are looking for an interim Manager Digital Service Desk who has at least 7 years of relevant work experience in a similar role. In your role, you will combine leadership and change management on one hand and operational involvement with technical expertise on the other.You will join an experienced and committed team of Service Desk Officers who are responsible for the quality, continuity, and user experience of our digital services in an accessible and customer-oriented manner.
In terms of leadership and coaching, we specifically want to tackle some challenges regarding the way of support (Coolblue effect), correctly following procedures, enhancing team spirit and responsibility, strengthening teamwork and team impact, etc. In this area, we expect proven experience, as we want to cultivate a new DNA and culture within the team.
Regarding operational involvement, you will be close to your team, understand the reality of support, and take responsibility when it matters. From a coaching and connecting role, you will ensure smooth operations and a strong user experience that resonates. Every day, you support more than 1,400 colleagues and partners so that Aquafin can operate smoothly, safely, and efficiently. From installing hardware and software to rights management, from creating manuals to analyzing and solving structural problems: you are the first and second line support for digital assistance.
What do we further expect from you?
Experience in leading or participating in IT support improvement projects.
You dare to make decisions, even when the situation is ambiguous or the choice is difficult. You remain agile and solution-oriented in a complex environment.
You are constructively assertive, do not shy away from difficult conversations, and at the same time provide space and trust.
You make complex digital issues understandable for users and colleagues. You communicate connectively in fluent Dutch.
You keep up with trends in the sector and like to bring innovation within the team.
Thanks to your helicopter view and analytical attitude, you maintain oversight and priorities.
What you'll do
- Leading and coaching a team of Service Desk Officers.
- Ensuring quality, continuity, and user experience of digital services.
- Tackling challenges related to support procedures and team spirit.
- Providing first and second line support for digital assistance.
- Understanding the reality of support and taking responsibility.
What we're looking for
- At least 7 years of relevant work experience in a similar role.
- Experience in leading or participating in IT support improvement projects.
- Ability to make decisions in ambiguous situations.
- Constructively assertive and able to handle difficult conversations.
- Ability to communicate complex digital issues clearly.
- Keeping up with industry trends and bringing innovation to the team.
Skills
- End-user software
- EntraID and Active Directory management
- Client Windows OS
- Microsoft Office suite, Outlook, SharePoint, Teams, PowerBI
- Ticketing tools for reporting