A Belgian public water utility uses technology to keep operations secure and reliable while supporting service delivery for field and office teams. This interim Manager Service Desk role combines hands-on technical support knowledge, including EntraID and Active Directory user and group management, with people leadership to shift team culture and improve end-user experience across the Microsoft ecosystem (Windows client OS, Office, Outlook, SharePoint, Teams, PowerBI) and cybersecurity practices.
The mission
The Service Desk team is a compact group of six experienced Service Desk Officers who provide first and second line support for roughly 1,400 colleagues and external partners. The technical landscape centers on Windows client management, EntraID/Active Directory for identity and access, Microsoft 365 collaboration tools, a ticketing system with regular reporting, and alignment to organisation cybersecurity policies.
Day to day you will split time between coaching and team leadership and operational contribution. You will run and improve support processes, step in on complex incidents, own identity and rights management tasks, and drive reporting from the ticketing tool to measure SLAs and user satisfaction. The role is senior and interim, with an explicit remit to instil a new team DNA, strengthen team spirit and responsibility, and deliver measurable support improvements within months.
Your responsibilities
- Lead cultural change within the Service Desk, increasing team ownership, adherence to procedures, and collective impact.
- Improve operational outcomes by defining and tracking KPIs from the ticket tool, reducing backlog and improving SLA compliance.
- Manage identity and access operations, including EntraID and Active Directory users and groups, ensuring correct rights assignments and escalations.
- Resolve or coordinate complex Windows client OS incidents, driver and configuration issues, and recurring user environment problems.
- Coach and develop the six officers through regular 1:1s, knowledge sessions, and structured feedback to raise overall support quality.
- Translate cybersecurity guidelines into operational checklists and ensure the team recognises and escalates potential security incidents.
Your profile
Essential skills
- At least 7 years of relevant IT support or service desk experience, including leadership or interim management responsibilities.
- Broad and deep knowledge of end-user software and Windows client OS administration, including driver and configuration troubleshooting.
- Proven experience with EntraID and Active Directory user and group management.
- Strong familiarity with the Microsoft ecosystem: Office suite, Outlook, SharePoint, Teams, and PowerBI for basic reporting.
- Operational experience producing and acting on reports from a ticketing tool to drive continuous improvement.
- Practical understanding of cybersecurity policies and the ability to recognise and escalate security concerns.
- Coaching mindset, ability to hold difficult conversations, and capacity to create and embed a new team culture.
Languages
- Dutch, C1 (fluent written and spoken)
- English, B2
Education
- Bachelor degree in IT, business informatics, or equivalent practical experience is acceptable.