Team Lead Servicedesk.

Geplaatst op
2 tot 6 maanden
Op locatie
Thirza Loois


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Het gaat om een tijdelijke invulling maar onderzoeken wel graag de mogelijkheden tot een deta-vast constructie. Initiele inhuurperiode is 3 maanden.

De meeste communicatie is in het Engels vandaar dat ook de aanvraag hieronder in het Engels is geschreven.

Job description
The Service Desk Team Leader is responsible for the daily operation of the ICT Service Desk, Service Management processes & activities and ongoing professionalization and optimization of the Service Desk and ITIL Processes.
You will become part of the Service Support organization within the ICT Department in Rotterdam. You will work closely with the other ICT teams and third party suppliers in order to provide and coordinate an operational excellent support to our end users. You will motivate and support the Service Desk employees, ensuring that calls are dealt with promptly to the satisfaction of end-users. Your role focuses specifically on the ICT Service Desk Services for the locations Rotterdam and Amsterdam and the support for some remote locations.
Next to your role as team leader of the Service Desk you will be responsible for managing and optimizing the (ITIL) processes within our department and third party vendors. You will work on process improvements to ensure the ICT Department in Rotterdam can function in a more professional way, aligned with standards of the rest of the organization and in line with the IT Strategy.

Major Tasks

  • Team leadership;

  • Lead the IT Service Desk team and prioritize your team’s activities;

  • Coach and motivate the Service Desk members;

  • Responsible for the development and evaluation of your team members;

  • Responsible for staff planning, capacity and knowledge management for your team members;

  • Coordination of support tasks and Process management activities;

  • Monitor service desk operations, redistribute workload, and provide recommendations as needed to meet targets;

  • Setup Service Catalog for the ICT Service Desk services;

  • Commission team to investigate the cause of recurring or critical incidents and problems;

  • Manage process for communicating outage and emergency activities to the organization;

  • Setup, provide data and reporting of KPI’s and trends to ad-hoc, weekly, monthly and as needed;

  • Initiate, maintain and improve service level targets;

  • Conduct regular formal and informal surveys to determine user satisfaction with services;

  • You will coordinate and follow-up issues with internal and external service providers;

  • You will continuously work on process improvements both with business users as within the ICT Department.

Service Management

  • You will manage workload and priorities on incidents, problems and changes with internal and external service providers;

  • You have a full understanding of service level agreements and provide input or suggestions related to service expectations;

  • You will be responsible for documenting and tracking support services provided, including incidents and user requests, using customers Service management tooling (ServiceNow);

  • Conduct Service Reviews with external business partners and third party vendors;

  • Involvement in projects that are introducing a new services or changing an existing service significantly to ensure service requirements are achieved;

Desired Skills and Experience

  • Bachelor degree in the direction of informatics or equivalent;

  • 3-5 years’ management experience in a similar role;

  • Experience with outsourcing and service management;

  • Strong analytical and problem solving/decision-making skills;

  • Ability to set priorities and a strong sense of responsibility;

  • Knowledge of application software tools including presentation, spreadsheet, project and Word processing applications;

  • Strong written and verbal communication skills;

  • Excellent verbal and written English skills, Dutch, Spanish or another language beneficial.

Preferred Qualifications

  • Qualification in ITIL;

  • Experience with service management tooling;

  • Experience with IT risk and control policies and processes (relating to IT applications);

  • Experience with process improvements in IT.

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2 reacties

  • Datum
    20-10-2016 07:52
    The Hague

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    20-10-2016 13:51

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

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