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General Information

Company
Deloitte
Business Unit
Enabling Functions
Primary Location
Zaventem
Field of interest
Technology
Industry Focus
Industry Agnostic
Recruiter
Al-Mbaidin, Kais - kalmbaidin@deloitte.com

Description of the position

Your journey with us

The Service Desk Manager is a pivotal role, at the forefront of IT operations, responsible for managing our 1st line teams, including AV, walk-up, meeting room, and printer support. This position is crucial for delivering exceptional customer support, maintaining critical workplace technology infrastructure, and driving operational excellence and continuous improvement across all service delivery aspects. The manager will oversee team performance, expertly resolve customer escalations, and serve as a crucial liaison between our local firm, global IT teams, and strategic partners. This role demands a strong leader with a problem-solving mindset, outstanding communication skills, and a deep understanding of IT service management principles to ensure seamless and high-quality support in a hybrid work environment.

Team Leadership & Development:
  • Coordinate, lead, and motivate the 1st line teams to ensure the delivery of excellent customer service.
  • Define, implement and improve the team strategy, vision, and goals, aligning them with organizational objectives.
  • Provide training, coaching, and mentorship to team members to enhance their skills and ensure exceptional customer service.
  • Monitor team performance against area-specific Key Performance Indicators (KPIs) and provide regular, constructive feedback.
Service Delivery & Customer Satisfaction:
  • Manage customer escalations effectively, ensuring all customer issues are resolved in a timely and efficient manner.
  • Oversee the ServiceDesk's planning and make sure that operations run continuously in every kind of 
  • Continuously review and improve processes and procedures to enhance customer satisfaction and operational efficiency.
  • Collaborate with team members to identify and resolve technical issues, ensuring consistent and high-quality service delivery.
  • Be an escalation point of contact between high stakeholders of the business and the rest of the IT teams.
Reporting & Stakeholder Engagement:
  • Establish and maintain transparent reporting mechanisms for stakeholders and national management.
  • Representing the 1st line teams in various projects, acting as a Service Matter Expert and key stakeholder.
Global & Vendor Management:
  • Represent the local member firm within our global organization, maintaining strategic partnerships with global teams in India.
  • Ensure the follow-up and adherence to global teams' KPIs and Service Level Agreements (SLAs).
  • Monitor and ensure the quality of service provided by global supporting services.
  • Maintain strong relationships with strategic partners and vendors, overseeing their performance and quality of service.
Project Management & Innovation:
  • Manage projects initiated by the IT Service Desk, from planning through to successful execution.
  • Stay abreast of technology trends and advancements to ensure the provision of the best possible support to customers.
Let's talk about you
  • Bachelor's degree in Computer Science, Information Technology, or a closely related field.
  • You have between 5-8 years of experience in a customer service or technical support role.
  • At least 3 years of experience in a team management or leadership position.
  • Fluent in English in combination with Dutch and/or French.
  • Strong technical skills and practical experience with computer hardware, software, and network infrastructure.
  • Proficiency with ticketing systems and customer service software; demonstrable knowledge of ServiceNow is highly advantageous.
  • Certifications: ITIL certification is a mandatory requirement
Our story
Highly skilled and motivated professionals in our IT Team support with different projects to deliver innovative solutions and with specialized operational guidance to ease our internal clients each day. IT's mission is to embed technology which supports the 'Deloitte way' of doing business, providing a distinctive experience that enables new business, transforms the existing business and provides world class customer support.
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