Team Lead IT Service Desk

(Sr.) Professional, Job Netherlands, Delft Technology Netherlands At Exact, our Corporate IT team ensures that colleagues worldwide can work securely, efficiently, and without interruption. We are looking for a Service Desk Team Lead who combines strong operational focus with a forward-thinking mindset., In this role, you will lead a team of Service Desk professionals and play a key role in optimizing, modernizing, and innovating our IT support services. You will ensure a high-quality support experience while continuously improving processes, tooling, and service delivery. The Service Desk Team Lead reports directly to the Corporate IT Management Team and works closely with internal IT teams, security specialists, and business stakeholders. What you will do;

• Take a leading role in the IT Service Desk team
• Ensure high-quality IT support and service delivery across the organization
• Translate IT strategy and business goals to daily IT Service Desk operations
• Take a leading role in identifying, initiating and executing opportunities to optimize processes and service workflows
• Take ownership in proper use and optimization of ITSM tooling such as ServiceNow or equivalent
• Drive continuous improvement and innovation within the Service Desk
• Act as the escalation point for complex incidents and service issues
• Monitor performance through KPIs, SLAs, and service metrics and report to IT Management Team
• Collaborate with Corporate IT teams on security, infrastructure, and workplace services

We are looking for a result driven and eager professional with Bachelor in IT or Management and around 7+ years of experience in IT support or Service Desk environments with proven experience leading or coordinating IT support teams.

• Strong understanding of Microsoft technologies and ecosystem (Active Directory, Windows server 2016, SCCM, SCOM, Active Directory, GPO, Security and Office 365)
• Experience with solutions based on the leading (hybrid) cloud with AWS and Azure
• Hands-on experience with Defender for Endpoint, Defender for Identity, SIEM/SOAR tools, MFA, Conditional Access, and security baselines
• Experience with managing Azure AD Connect, AWS Direct connect, federation services, SSO, identity lifecycle, and hybrid authentication issues
• Experience with ServiceNow or comparable IT Service Management platforms
• Strong documentation skills
• A proactive mindset with the ability to think ahead, improve processes, and drive innovation
• Strong presentation skills, good interpersonal communication skills and a positive attitude
• Excellent stakeholder management and communication skills
• Experience working in structured IT service environments (ITIL-based is a plus)
• English proficiency is a must, Dutch proficiency is a plus

• A competitive salary package
• 27 vacation days and, in addition, loyalty days; one for each year in service with a maximum of 5
• 3 Giving back days, which can be spent on giving back to the (local) community
• A modern pension scheme
• An international and hybrid working environment, with the flexibility to work from home or any of our offices
• Colleagues whom will challenge you and promise to sharpen your brain
• Meaningful training sessions that help you to fulfill your career potential
• The opportunity to grow within our Corporate IT organization
• Our own fitness center with a personal trainer