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Walloon BrabantHybrid40 hours/week<3months
An HR specialist is looking for an experienced and results-oriented Service Desk Manager to work with one of their clients. This position can be filled with either a permanent or a freelance contract. The assignment is long-term and focuses on managing and further professionalizing both Customer Support Administration and Front Office activities.
What you do
- Lead and coach the Customer Support and Front Office teams.
- Ensure excellent customer service and efficient handling of customer files.
- Set up, structure, and optimize service desk processes, procedures, and SLAs.
- Define, monitor, and report on KPIs and service performance.
- Manage escalations and complex customer inquiries.
- Identify and implement improvement trajectories to increase customer satisfaction and operational efficiency.
- Collaborate closely with internal stakeholders to build a customer-centric service organization.
Profile
- Bachelor's or master's level, or equivalent by experience.
- Minimum 5 years of experience in a leadership role within customer service, service desk, or customer support.
- Demonstrable and successful experience in setting up, implementing, and professionalizing a service desk organization, including processes, tooling, KPIs, and team structure.
- Excellent knowledge of Dutch and French, both spoken and written.
- Strong people manager with a coaching leadership style.
- Analytical, structured, and strongly focused on continuous improvement.
- Experience with CRM, ticketing, and customer service systems.
- Hands-on manager who can not only lead a team but also possesses the expertise and vision to build and further develop a modern, high-performing, and customer-centric service desk.
Practical
- Remuneration based on tasks, knowledge, and competencies.
- Motivating salary package including an extra-legal package with group and hospitalization insurance, meal vouchers, eco-vouchers, an annual budget for personal IT equipment.
- Company car with a charging or fuel card.
- Personal follow-up and guidance for career growth.
- Growth opportunities and challenges with a professional training and development policy.
- Flexibility for a good work-life balance.
- Annual events and networking opportunities.
- Even as a freelancer, access to training and events through the HR specialist.
How to apply
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