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South HollandHybrid36 hours/week<3months
You will be part of the ICT department of a social organization and report to the ICT Manager.
- You will lead the Service Desk & Workplace Management team and work closely with the Application Services Lead, ICT Projects & Information Security Lead, and Information Management.
- You will have extensive contact with colleagues from care and support services, Information Management, Functional Management, suppliers, and external partners.
- In this key role, you will have ample opportunity to further professionalize ICT services and involve your team in this process.
What you will do.
- Responsible for the daily management of the Service Desk & Workplace Management team.
- Ensures that colleagues can rely on reliable and professional ICT services.
- Continuously looks ahead and works on the further development of processes, services, and collaboration.
- Coaches employees in their development, ownership, and collaboration.
- Organizes and monitors daily service delivery and focuses on quality, continuity, capacity, and customer satisfaction.
- Responsible for incident, request, problem, change, and workplace management.
- Ensures that processes run efficiently and according to agreements.
- Monitors agreed service levels (SLAs) and KPIs.
- Analyzes performance and translates it into concrete improvements.
- Manages suppliers, monitors contract agreements, and maintains good cooperation with internal and external partners.
- Develops and improves processes, service management, and operational policy.
- Provides input for tactical ICT policy.
- Advises the ICT Manager on service delivery, capacity, quality, innovation, and the further development of the ICT organization.
Profile
- Connecting and coaching leader who maintains an overview.
- Easily switches between operations and strategy.
- Knows how to involve people in changes.
- Gets energy from improving services and knows how to grow a team.
- Completed HBO (higher professional education) degree, preferably in ICT, Informatics, Business IT, or similar.
- Extensive experience as a team leader, service manager, ICT Operations Lead, or in a comparable leading ICT role.
- Experience with managing a Service Desk or ICT management organization.
- Knowledge of IT service management, such as ITIL, and experience with improving processes and services.
- Knowledge and extensive experience with Microsoft 365, Entra ID, Hello ID, Intune, Endpoint Management, and ITSM tooling.
- Experience with vendor management, SLAs, KPIs, and analyzing management information.
- Strong coaching and communication skills.
- Excellent command of the Dutch language, both verbally and in writing.
How to apply
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