IT support - Team leader

BRAYTON GLOBAL
Wezembeek-Oppem, Belgium
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Wezembeek-Oppem, Belgium

Tech stack

Microsoft Active Directory
JIRA
Topdesk
Office365
ServiceNow

Job description

  • Manage ticket queues, priorities, and scheduling
  • Own SLA compliance and key support KPIs (resolution rate, CSAT, response time)
  • Act as escalation point for complex incidents
  • Report on team performance and drive continuous improvement
  • Run regular 1:1s, evaluations, and development plans

Requirements

We're looking for an experienced IT support professional ready to step into a leadership role - someone equally comfortable solving technical problems and coaching a team., * 3-5 years in IT helpdesk/support, with team lead or coordination experience

  • Solid knowledge of Windows, M365, Active Directory, and an ITSM tool (ServiceNow, Jira, TOPdesk…)
  • ITIL foundation (certification is a plus)
  • Strong communication skills and a service-first mindset
  • Mandatory languages: FR + NL + EN

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