Interim IT Support Manager Job ID: JP054476

Interim IT Support Manager

We are seeking an experienced Interim IT Support Manager with at least 7 years of relevant experience in IT support leadership. This role combines people leadership, cultural transformation, and hands-on operational involvement within a Service Desk environment.

Key Responsibilities

• Lead, coach, and develop a team of Service Desk professionals.
• Drive cultural and behavioral change to improve team spirit, accountability, ownership, and customer focus.
• Enhance support processes, service quality, and user experience.
• Actively support day-to-day Service Desk operations when required.
• Oversee first- and second-line support activities for more than 1,400 users and partners.
• Manage incident resolution, user administration, software and hardware support, documentation, and continuous improvement initiatives.
• Monitor service performance through ticketing and reporting tools.
• Promote cybersecurity awareness and ensure adherence to policies and procedures.

Required Skills & Experience

• Proven experience leading IT support teams and service improvement initiatives.
• Strong coaching and change management skills with a track record of building high-performing teams.
• Experience driving cultural and organizational change within support environments.
• Advanced knowledge of Microsoft technologies, including Office 365, Outlook, Teams, SharePoint, and Power BI.
• Experience with Entra ID and Active Directory user and group administration.
• Strong knowledge of Windows client operating systems, configurations, and troubleshooting.
• Experience with ticketing systems, reporting, KPI monitoring, and proactive service management.
• Good understanding of cybersecurity principles, policies, and escalation procedures.

Personal Profile

• Decisive and able to operate effectively in complex and ambiguous situations.
• Strong communication and stakeholder management skills.
• Customer-focused with a hands-on leadership approach.
• Analytical mindset with the ability to maintain strategic oversight and prioritize effectively.

Languages

• Dutch: Native or bilingual proficiency
• English: Professional proficiency

Location

• Aartselaar, Belgium (On-Site)