Service Desk Senior Supervisor
Strategic Leadership & Team Management
Lead and oversee the Service Desk Supervisor(s), Senior Specialists, and Specialists.
Define team structure, objectives, KPIs, and service standards.
Mentor and develop team leaders and specialists, supporting career growth and succession planning.
Ensure alignment of Service Desk operations with IT strategy, enterprise standards, and business objectives.
SLA, Incident, & Problem Management
Own overall SLA compliance, operational KPIs, and service quality metrics.
Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership.
Identify recurring issues and trends; drive root cause analysis and preventive measures.
Ensure continuous improvement of incident and request handling processes, including ITIL practices.
Governance & Operational Excellence
Develop, maintain, and enforce SOPs, knowledge management, and service desk policies.
Ensure accurate reporting, dashboards, and operational documentation for management review.
Drive process optimization initiatives, automation, and digital tools adoption.
Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency.
Stakeholder & Cross-Functional Engagement
Act as senior point of contact for business and IT stakeholders regarding Service Desk operations.
Collaborate with IT teams (network, systems, security, cloud) to ensure seamless end-user support.
Provide executive-level reporting on operational performance, risks, and improvement initiatives.
As an employee of our company, you will collaborate with each department
to create and deploy disruptive products. Come work at a growing company
that offers great benefits with opportunities to moving forward and learn
alongside accomplished leaders. We're seeking an experienced and outstanding
member of staff.
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
