Manager Service Desk

Job summary  As Service Desk Manager, you lead and develop a team of 7 Service Desk Analysts, ensuring the delivery of high-quality first- and second-line support across the iBabs product suite. You are a hands-on leader who is comfortable stepping into operational activities when required while maintaining oversight of team performance, resource planning and service quality.
You work closely with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, continuous process improvement, and an excellent customer experience. Additionally, you serve as the primary escalation point for clients, resolving complex or sensitive issues professionally.
Key accountabilities  Team Leadership  Coach and develop the Service Desk team to ensure high performance. Manage performance, training needs, engagement and resource planning.
Operational Execution & Operational Excellence  Actively participate in daily support tasks, handling phone calls and tickets alongside the team during peak times. Prioritise tickets when needed. Ensure the team meets service level agreements (SLAs) and maintains a high level of customer satisfaction.
Escalation Management  Serve as the main point of contact for customer escalations, ensuring rapid and effective resolution.
Process Improvement  Continuously analyse and improve incident management processes to enhance efficiency and customer satisfaction. Identify opportunities to leverage automation and AI to streamline operations, improve service delivery, and increase team productivity. Actively participate to change management to ensure adhesion.
Collaboration & Alignment  Work closely with the Service Manager to optimise daily workflows, ticket distribution, and response times.
Knowledge Management  Oversee feature testing and the continuous updating of technical documentation by the team.
Shifted and on-call hours may be required for that role.
Profile   5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.
At least 2-3 years of people management experience.
Strong knowledge of incident, problem and change management processes (ITIL).
Advanced troubleshooting skills with a keen attention to detail and strong escalation-handling capabilities
Experience working with SLAs, KPIs and operational reporting.
Proven ability to manage escalations and maintain customer trust during critical incidents.
Strong stakeholder management skills.
Fluent in Dutch and English is required
Euronext Values  Unity   We respect and value the people we work with
We are unified through a common purpose
We embrace diversity and strive for inclusion
Integrity   We value transparency, communicate honestly and share information openly
We act with integrity in everything we do
We don't hide our mistakes, and we learn from them
Agility   We act with a sense of urgency and decisiveness
We are adaptable, responsive and embrace change
We take smart risks
Energy   We are positively driven to make a difference and challenge the status quo
We focus on and encourage personal leadership
We motivate each other with our ambition
Accountability   We deliver maximum value to our customers and stakeholders
We take ownership and are accountable for the outcome
We reward and celebrate performance
We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.
Additional Information  This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.