Digital Service Desk Manager

We are seeking an interim Digital Service Desk Manager for a consultancy mission at a client site, representing Keystone Solutions. This role requires a minimum of 7 years of relevant experience in a similar position, combining leadership and change management with operational involvement and technical expertise.

You will join a compact and dedicated team of 6 experienced Service Desk Officers responsible for ensuring the quality, continuity, and user experience of digital services in an accessible and customer-oriented manner.

• →Lead and coach the team while tackling challenges related to support methods, adherence to procedures, team spirit, and overall team impact.
• →Work closely with your team to understand the realities of support and take responsibility when necessary.
• →Ensure smooth operations and a strong user experience that resonates with over 1,400 colleagues and partners.
• →Provide first and second line support for digital assistance, from hardware and software installation to rights management and problem analysis.

• Experience in leading or participating in IT support improvement projects.
• Ability to make decisive choices in ambiguous or challenging situations while remaining agile and solution-oriented.
• Constructively assertive, willing to engage in difficult conversations while fostering trust and space for team members.
• Ability to simplify complex digital issues for users and colleagues, with strong communication skills in Dutch.
• Stay updated on industry trends and bring innovation to the team.
• Maintain an overview and prioritize tasks effectively through a helicopter view and analytical mindset.

Dutch
Level Native or bilingual proficiency
English
Level Full professional proficiency

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