For an ICT Service Desk, a Senior IT Service Desk Employee is sought who, in close collaboration with the team, a process manager, and supervisors, ensures the daily coordination of the Service Desk. The coordinator actively works on optimizing the organization's digital support and also pays close attention to internal collaboration within the team and with other ICT teams. Where necessary, the coordinator develops or adjusts an improvement plan and ensures its successful implementation.
The coordinator also considers the optimal deployment of the existing staff and assigned roles and naturally involves various stakeholders (users, process managers, ICT team, suppliers, etc.). In addition, the coordinator is also part of the team and performs regular ICT Service Desk tasks.
The client is a public sector organization that is in the midst of developing digitalization initiatives. The organization aims for sustainable information provision, extensive digitalization of processes and systems that support the increasing complexity and changing role of the organization. This assignment collaborates as a partner with the entire organization, forming the foundation for achieving administrative ambitions and a data-driven organization.
Information security and privacy play an important role in this. For the functioning of societal processes and the development of policy areas, sustainable information provision and extensive digitalization of processes are necessary. This assignment ensures the availability of stable, reliable ICT resources with appropriate quality. The organization is continuously and highly dependent on the proper functioning of automation and ICT facilities.
The approximately 2200 employees (internal and external) and all external relations of the organization must be able to rely on the ICT facilities. The ICT service desk contributes significantly to this. This team consists of 7 employees who are committed to providing adequate support to the employees.
What you do
- Ensure the daily management and organization of the Service Desk.
- Initiate and implement improvements in digital support.
- Develop or adjust improvement plans where necessary and ensure successful implementation.
- Determine the optimal deployment of existing staff and assigned roles.
- Involve various stakeholders (users, process managers, ICT team, suppliers) in improvement and implementation processes.
- Actively be part of the Service Desk team and perform regular Service Desk tasks.
- Report on the quality of service and the progress of the development and implementation of the improvement plan.
- Provide feedback on the quality of service and progress on the development and implementation of the improvement plan.
Profile
As a Senior IT Service Desk Employee, you are responsible for the daily coordination of the Service Desk in close collaboration with the team, the process manager, and supervisors. You actively contribute to the optimization of the organization's digital support and monitor internal collaboration within the team and with other ICT teams. You operate at a senior level within the Service Desk, have an eye for process optimization and collaboration, and take on both coordinating and executive tasks within the team.
What they ask
- At least a completed MBO education with a business or ICT profile.
- Demonstrable knowledge of MS365, Intune, Azure AD through certification (MS900, AZ900).
- At least 3 years of work experience in process optimization and implementation.
- Initiated a comparable assignment at an ICT Service Desk within an organization of comparable size (2000+ employees).
- Demonstrable relevant work experience within public administration, specifically with a public sector organization.
- Demonstrable experience with the daily coordination/management of a team of at least 5 employees.
- In possession of a B driving license.
- Excellent command of the Dutch language.
- Willingness to obtain a Certificate of Conduct (VOGnp) with a specific screening profile.
Competencies.
- Result-oriented action: decisive action, proactive attitude, initiative, pragmatic.
- Flexibility, tact, diligence, and good judgment in relation to conflicting stakeholder interests.
- Organizational sensitivity: recognizes the influence and consequences of one's own decisions or activities on parts of the organization.
- Customer-oriented, understands the wishes and needs of users and acts accordingly.
- Motivating and knowing how to encourage colleagues to perform optimally and get the best out of themselves.
- Delegating: Clearly assigns own decision-making powers and responsibilities to the right employees.
- Care for the quality of one's own work and the team.
How to apply
View the full assignment text and application details once your tailored application is ready.
Order a tailored application to view the full assignment and application details.
More context, less searching.
You get enough context to judge whether this job is relevant. The full brief, client details and next steps stay available inside the app.