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# Service Desk Team Lead (On-site - Ghent)

- **Company:** D-ploy
- **Location:** Gent, Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, Peripherals, Computer Equipment
- **Published:** June 17, 2026
- **Apply:** https://www.careerjet.be/jobad/be9a517376d00318f86c620801307a8fab

## About the Role

* 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

## Description

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


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