Support Manager

European Dynamics

Brussels, Belgium

Description

We currently have a vacancy for a Support Manager fluent in English, to offer his/her services as an expert who will be based in Brussels, Belgium. The work will be carried out either in the company’s premises or on site at customer premises. In the context of the first assignment, the successful candidate will be integrated in the Development team of the company that will closely cooperate with a major client’s IT team on site.

Your tasks

Service Desk Coordination: follow up, organization and coordination of the service desk team / shifts / channels according to the performance indicators in place;
Incident Management end-to-end: engaging with other stakeholders, service desks and teams for an end-to-end ownership follow up of all tickets raised on the relevant information systems;
Reporting on performance indicators, including definition and follow up of service desk internal ones, such as top 10 offenders, regularly;
Manages the service desk continuous service and tooling improvement - actions and process;
Organization, implementation and maintenance of IS Support & IS Service Management;
Conception and organization of user documentation for information systems;
Maintain Knowledge Database.

Requirements

University degree in IT or relevant discipline, combined with minimum 11 years of relevant working experience in IT;
Good knowledge of ITIL;
Good reporting skills;
Knowledge in end user assistance or support of information systems;
Knowledge of wiki, collaborative sites and social networks;
Knowledge of SQL;
Knowledge of standard deployment and release policies;
Knowledge of ERP systems, especially SAP, would be an asset;
Reporting, dashboarding and KPI statistics would be an asset;
ITIL foundation certification would be an asset;
Excellent command of the English language, French would be an asset.