Service Desk Manager

Orange Cyberdefense an Orange Group company is one of the worlds leading cyber security services and solutions providers andenjoys 25 years experience in the field of global information security providing products and services for leading organisations in over 160 Countries.

We are building a safer digital society protecting individual and corporate freedom across geographies.

Working as a Service Desk Manager

Within Global Operations the IT Operations department ensures that the SOC CyberSOC and Global CERT teams have the best IT services in all our geographies.
IT Operations systems such as Ticketing Monitoring customer portals automation tools (XSOAR) DevOps tools CI/CD chains and hybridcloud infrastructures are essential to achieve our ambitions.

As Service Desk Manager you will manage an internal service desk team responsible for daytoday IT service management to our users.

Key Responsibilities:

• Managing a team of Service Desk Engineers based in Belgium and France.
• Manage the business relationship with an offshore team of Service Desk Engineers.
• You will safeguard user satisfaction and ensure that incident response and implementation of service requests and changes happen in a timely and qualitative manner.
• Participate as part ofan oncall rotation to provide P1 incident response coordination on critical IT infrastructure.
• Provide reporting on service desk activities to IT Operations management.
• Collaborate closely with DevOps and Infrastructure teams in IT Operations to adopt new product releases and processes in the production environment.
• Continuously look for opportunities to improve service quality and to automate recurring work in collaboration with DevOps and Infrastructure teams in IT Operations.
• People management skills you will lead mentor and inspire your team to deliver quality every day. You will provide a growth path for Service Desk Engineers to enhance their skills and evolve further in the IT Operations organization.
• Directly report to the Head of Service Delivery & Application Management and work closely with the other IT teams managers in charge of other major services of our bestinclass infrastructure and platform or of our operations.

Why are we talking to you

• Previous in a similar role andexperience in managing service desk operations.
• You have experience in leading a service desk team.
• Strong communicator who puts customer satisfaction first. In the role of Incident Response Coordinator you can deescalate communicate clearly and create the right environment for an IT team to deliver results in high pressure situations.
• You have a solid understanding of IT Service Management and ITIL practices.
• ITIL Certified
• You possess excellent English language skills both written and verbal. Dutch and/or French skills are a bonus.

What you can expect from us

• Be taken care of We offer you 32 vacation days (with the option to make it a whopping 37 days with our Benefit Motivation Plan :)) meal vouchers ecocheques hospitalization and group insurance company laptop mobile phone with unlimited use as well as other benefits. So you do not have to worry about a thing!

• Never stop learning We want to be the best in what we do and therefore we provide training certifications and learning opportunities for every employee so you continuously enrich your skills.

• Transparency Communication is key! So we organize company and team meetings on a regular base so everyone is informed properly.

• Do what you love Enjoy flexibility with offices in Brussels Antwerp Ghent & Rotselaar a variety of events and lots of activities. We spend more time at work then we do at home that is why it is important that everyone feels at home. And we make sure you do!

• Snack to your hearts desire At Orange Cyberdefense we keep it healthy. So you can enjoy an assortment of fresh fruit and healthy snacks. For those with an occasionally sugar dip there are sweet snacks available.

• Reputable brand You will join an internationally growing company with over 25 years experience in the industry. This makes us experts in what we do. We have an international presence and yet local teams to assist our customers.

• The good life ...

Are you interested Then jump in!

Orange Cyberdefense are equal opportunities employer welcoming applications from all people regardless of their race sex disability age religion or sexual orientation.