Service Desk Team Lead (On-site - Ghent)

We are currently looking for a Service Desk / Onsite IT Team Lead to join our team in Ghent. This is a hands-on leadership role combining daily coordination of onsite IT resources with direct involvement in operational support activities such as incidents, service requests, ticket follow-up, and continuous service improvement. The ideal candidate is a senior IT support professional with strong customer focus, solid technical troubleshooting skills, and the ability to bring structure, ownership, and quality into daily IT operations. Task and Responsibilities:

• Lead and coordinate the daily activities of the onsite IT support team
• Act as a hands-on escalation point for incidents, service requests, and operational issues
• Provide technical and troubleshooting assistance related to computer hardware, software, mobile devices, peripherals, and other IT tools
• Ensure high-quality service delivery with a strong customer-first mindset
• Monitor ticket queues, backlog, priorities, SLA adherence, and overall operational performance
• Support the team in resolving complex or urgent end-user issues
• Ensure proper documentation of end-user issues, troubleshooting steps, and resolutions in the ITSM tool
• Promote adherence to processes, knowledge documents, and best practices
• Identify gaps in current operations and drive improvements in daily service delivery
• Create and update knowledge articles, support scripts, training materials, and operational documentation
• Collaborate closely with onsite IT technicians, service desk teams, vendors, and other internal stakeholders
• Support onboarding, guidance, coaching, and knowledge sharing within the team

• Proven experience in IT support, onsite support, service desk, or a similar technical support environment

• Previous experience coordinating, mentoring, or leading IT support resources
• Strong hands-on technical troubleshooting skills across hardware, software, mobile devices, peripherals, and workplace IT tools
• Experience working with ITSM tools and ticket management processes
• Good understanding of incident, request, escalation, and backlog management
• Strong customer focus and ability to deliver professional support in a demanding environment
• Ability to bring structure, ownership, and quality into daily IT operations
• Fluent English and Dutch, both written and spoken, are required
• Strong communication and stakeholder management skills
• Service-oriented, proactive, reliable, and solution-driven personality
• Readiness to work 100% onsite in Ghent
• Candidates have to declare a criminal record extract not older than three months