IT Manager - HelpdeskService Desk and Hardware Asset Management

Job Description 

The Tech Support Senior Manager is responsible for overseeing local IT Helpdesk/Servicedesk within BeNeFraLux (Belgium Netherlands France Luxembourg) and Hardware/Software Asset Management at global level.  

This role ensures that global best practices are tailored to local needs manages the budget for IT support activities and supervises the delivery of highquality technical assistance for internal users. A key responsibility is Software License Management ensuring compliance cost efficiency and alignment with organizational policies. An intimate understanding of Jira coupled with proficiency in Mobile Device Management (MDM) particularly SOTI Mobicontrol is crucial. Sensitivity to the specialized requirements of our agency partners especially concerning PDA devices is a key aspect of success in this position. 

RESPONSIBILITIES 

Team Leadership & People Management 

• Lead mentor and motivate Helpdesk/Service Desk and Asset Management teams. 

• Set team objectives monitor performances and foster a collaborative highperformance environment. 

Helpdesk/Service Desk Management 

• Tailor global IT procedures to address the unique needs of the BeFraNeLux market ensuring the highest level of support with a focus on Jira for incident tracking and workflow management. 

• Collaborate with global IT teams to implement and align local practices with global standards. 

• Oversee daily operations emphasizing prompt resolution of technical issues and maintaining exceptional customer service. 

• Act as escalation point for complex or highimpact IT issues. 

• Collect and analyze performance metrics (e.g. Jira statistics SLA adherence user satisfaction surveys). 

• Promote a process constant revision of procedures best practices and userguides. 

Hardware & Software Asset Management 

• Champion Software License Management: track license usage renewals and ensure compliance with vendor agreements and legal requirements. 

• Direct the asset lifecycle process (procurement deployment maintenance disposal) for enduser devices (e.g. PDA devices) laptops peripherals and other hardware assets. 

• Oversee Mobile Device Management (MDM) platforms (e.g. SOTI Mobicontrol) to maintain security configuration and inventory accuracy. 

• Communicate with local agency partners to understand specialized requirements. 

Suppliers & Vendor Relations 

• Maintain effective relationships with vendors and suppliers serving as primary point of contact to resolve issues negotiate contracts and optimize costs. 

Budget & Cost Management 

• Develop manage and forecast the IT support budget in alignment with company financial goals. 

• Identify costsaving opportunities without compromising service quality or compliance. 

• Provide regular updates on budget performance and resource allocation to senior leadership. 

Compliance & Security 

• Ensure all IT support activities and assets comply with relevant regulations company policies and security standards. 

• Coordinate with IT Security department to mitigate risks implement safeguards and conduct periodic audits. 

Qualifications :

• Bachelors degree in Information Technology Computer Science or related field. 

• Proven experience (5 years) in managing IT teams specifically in Helpdesk/Service Desk and Hardware Asset Management. Strong leadership communication and teambuilding abilities. 

• Experience in international environments. Nice to have: adapted market procedures to global standards of a multinational corporation. 

• Experience overseeing Software License Management and ensuring compliance. 

• Familiarity with vendor management contract negotiation and budget oversight. 

• Proficiency with Mobile Device Management (MDM) preferably SOTI Mobicontrol. 

• Solid understanding of hardware asset management processes (e.g. deployment of PDA devices). 

• Fluency in French;  proficiency in English at B2 level (or higher) is essential 

Additional Information :

And if you join our community you will be able to benefit from: 

• individual variable compensation 

• attractive profitsharing and profitsharing bonuses 

• a collaborative way of working based on autonomy and responsibility 

• professional development opportunities throughout your career 

In a topnotch working environment you will be proud to take part in our business project. 

Dans une ambiance de travail au top vous allez tre fier(e) de prendre part notre projet dentreprise.

Et si vous rejoignez notre communaut de Relayeuses et Relayeurs vous pourrez bnficier :

• dune rmunration variable individuelle
• des primes de participation et dintressement attractives
• dun mode de travail collaboratif bas sur lautonomie et la responsabilit
• des opportunits dvolution professionnelle tout au long de votre parcours

Notre processus de recrutement :

1. Si votre CV est prslectionn change tlphonique avec lquipe recrutement
2. Si positif entretien de recrutement avec votre futur(e) manager
3. Possibilit davoir un 2e entretien avec le N2 en fonction du poste
4. Validation & intgration : welcome chez Mondial Relay !

Dans le cadre de notre politique diversit et inclusion nous garantissons le respect des rgles de nondiscrimination lembauche et nous nous engageons en faveur des publics loigns de lemploi.

Remote Work :

No

Employment Type :

Fulltime