Skills:

Automation, ISO 27001

Job type:

Full-time

• You lead the day-to-day operations of the IT Service Desk, ensuring incidents and requests meet SLA targets.
• You manage a small but effective customer focused team, reporting to the IT Operations Manager.
• You act as the escalation point for complex or high-impact incidents.
• You monitor ticket queues, prioritisation, and workload distribution.
• You coach and develop your team, running performance reviews and 1-on-1s.
• You drive a customer-first mindset across all support activities.
• You track and improve key KPIs: FCR, MTTR, CSAT, backlog and SLA compliance.
• You identify recurring issues and contribute to problem management and process improvement.
• You introduce and stimulate the use of automation, self-service and AI tools.
• You maintain and improve the knowledge base and documentation quality.
• You collaborate with IT teams (security, applications, infrastructure) and manage stakeholder expectations.
• You ensure compliance with SHEQ standards, IT policies and security requirements (e.g. ISO 27001).
• You deliver clear reporting and insights on service performance.
• ABOUT YOU.
• You are a.
• hands-on leader who enjoys structure, service quality and continuous improvement. You step in where needed, but you also step back to develop your team. You make decisions based on data, and you bring clarity in fast-moving environments.
• You combine.
• technical understanding.
• people leadership., and a.
• drive to optimise processes., including the use of AI and automation.
• Experience leading or mentoring an IT Service Desk or support team.
• Strong understanding of incident management, SLA tracking and IT support processes.
• Experience with ticketing systems and service management tools.
• Ability to analyse KPIs (FCR, MTTR, CSAT) and drive improvements.
• Strong communication skills in an international environment.
• A structured, proactive and solution-oriented mindset.
• Commitment to safety, compliance and IT security standards.
• Knowledge of ITIL principles or service management frameworks.
• Experience with automation, self-service platforms or AI-driven support tools.
• Experience in a global or 24/5 support environment.
• Exposure to ISO standards or audit environments.
• YOU GIVE SOME, YOU GET SOME.
• We offer you a role where you truly own your scope and shape the future of IT support within a global organization.
• Market conform salary according to the seniority in the position.
• A leadership role with real impact in a global IT environment.
• Opportunities to introduce innovation (AI, automation, service optimization).
• A strong focus on development, ownership and autonomy.
• A team where safety, precision and collaboration come first.
• The chance to grow within a global, family-owned company active in over 65 countries.
• Ready to lead, improve and inspire?.
• Join Team Blue and Own Your Future.