IT Support Manager

Our client, a leading Software, Information and Communication Technologies company, operates internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). Our client is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes.

Role Overview

Our client currently has a vacancy for an IT Support Manager fluent in English, to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the company’s premises or on-site at customer premises. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site.

Job type: Full time/Permanent

Location: Brussels, Belgium

Workplace: Onsite

Please note that we can consider only EU candidates for this position due to security clearance.

Requirements

• University degree in IT combined with relevant IT professional experience of 5 years;

• Knowledge in support of information systems;

• Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes;

• Experience with Incident, Request, Problem and Knowledge Management;

• Experience in user support, troubleshooting and stakeholder coordination;

• Knowledge of wiki, collaborative sites and support documentation;

• Good knowledge of service management tools SMT, JIRA or SERVICE NOW;

• Excellent command of the English language.

Responsibilities

• Organisation and implementation of support of information systems;

• Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem
• Management and Knowledge Management;
• Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation;
• Provision of guidance and assistance to business users in the use of information systems and ICT tools;
• Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality;
• Elaboration and implementation of relevant support processes.