About the mission
We are looking for an interim Manager Digital Service Desk with significant experience in IT support. The role involves leadership, operational involvement, and ensuring a strong user experience while managing a team of Service Desk Officers.
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Overview
We are looking for an interim Manager Digital Service Desk with at least 7 years of relevant work experience in a similar role. In this role, you will combine leadership and change management with operational involvement and technical expertise.Key Responsibilities
You will join a compact and engaged team of 6 experienced Service Desk Officers responsible for the quality, continuity, and user experience of our digital services in an accessible and customer-oriented manner.
Within leadership and coaching, we aim to tackle specific challenges regarding support methods, adherence to procedures, enhancing team spirit and responsibility, and strengthening team collaboration and impact.
You will be closely involved with your team, understanding the realities of support and taking responsibility when necessary.
From a coaching and connecting role, you will ensure smooth operations and a strong user experience that resonates.
Every day, you will support more than 1,400 colleagues and partners to ensure smooth, safe, and efficient operations at our organization.
Responsibilities include installation of hardware and software, rights management, creating manuals, and analyzing and solving structural problems: you will be the first and second line support for digital assistance.
Skills & Experience
Experience in leading or participating in IT support improvement projects.
Ability to make decisions even in ambiguous situations.
Constructively assertive, not avoiding difficult conversations while providing space and trust.
Ability to make complex digital issues understandable for users and colleagues.
Communicate effectively in fluent English.
Stay updated with sector trends and bring innovation to the team.
Maintain an overview and priorities thanks to your helicopter view and analytical mindset.
Languages
English: Full professional proficiency
French: Good (B2)
Additional Info
Duration: As soon as possible - 31/12/2026
Employment percentage: 100%
What you'll do
- Join a team of 6 experienced Service Desk Officers
- Tackle challenges regarding support methods and team spirit
- Be closely involved with the team and understand support realities
- Ensure smooth operations and strong user experience
- Support more than 1,400 colleagues and partners daily
- First and second line support for digital assistance
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 communication skills
- Ability to simplify complex digital issues for users
- Stay updated with sector trends and bring innovation
Skills
- End-user software
- EntraID and Active Directory management
- Windows OS configurations
- Microsoft Office suite, SharePoint, Teams, PowerBI
- Ticketing tools for reporting