FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Service Desk teams, ensuring high-quality support, and managing incident, problem, and change management processes. Proficient in stakeholder management and operational reporting while maintaining compliance with SLAs and customer satisfaction targets.
Highest-signal resume keywords
Service Desk ManagementIncident Management (ITIL)People ManagementEscalation HandlingOperational Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementAdvanced TroubleshootingSLA ComplianceKPI ManagementAutomationAI IntegrationTechnical DocumentationFeature Testing
Soft Skills
Stakeholder ManagementCustomer Trust MaintenanceTeam LeadershipCollaborationCommunication
Industry Keywords
Service DeskTechnical SupportIT OperationsCustomer SatisfactionResource PlanningPerformance OversightTicket DistributionResponse TimesOn-Call SupportShift Work
About the role
Key responsibilities & impact- Lead and develop a team of 7 Service Desk Analysts
- Ensure high-quality first- and second-line support across the iBabs product suite
- Maintain oversight of team performance, resource planning and service quality
- Participate in daily support tasks, handling phone calls and tickets during peak times
- Prioritise tickets and ensure compliance with SLAs and customer satisfaction targets
- Serve as the main escalation point for customer escalations
- Analyse and improve incident management processes
- Identify opportunities to leverage automation and AI to streamline operations and increase productivity
- Participate in change management to ensure adherence
- Collaborate with the Service Manager on workflows, ticket distribution and response times
- Oversee feature testing and continuous updating of technical documentation
Requirements
What you’ll need- 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 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
- Shifted and on-call hours may be required
Benefits
Comp & perks- Equal opportunity employer committed to non-discrimination and an environment of mutual respect
- Performance is rewarded and celebrated