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Service Desk Manager


As Service Desk Manager under the responsibility of the IT Head Of Service Delivery, you will be responsible for running the day to day of the Service Desk. You will ensure the Service Desk has all the means necessary to deliver the expected service within agreed SLA’s. you will act as an escalation point for customers internal and external and will escalate issues both internally and external where necessary.


Key Result Area 1 (Team)

  • Manage the team day to day and maintain good team spirit
  • Ensure the planning is made and adapt where needed (resource management)
  • Plan the appropriate training for the team members, conduct yearly reviews of the team members

 Key Result Area 2 (Incidents/Service Requests)

  • Follow up on incidents and escalate where needed
  • Be an escalation point for internal and external customers
  • Ensure SLA’s are met, for internal and external parties

Key Result Area 3 (Change Management)

  • Review the minutes from the Change Advisory Board
  • Maintain the change calendar for the Service Desk with planned changes and maintenance carried out by suppliers.
  • Communicate to the end user population, handlers and suppliers around incidents, changes and planned maintenance

Key Result Area 4 (Suppliers Management)

  • Develop strong, mutual and professional business relationships with the external partners and suppliers to ensure SLA’s are met
  • Participate in Service Level Meetings and provide Service Desk input for the vendor/supplier

 Key Result Area 5 (Reporting)

  • Report on the performance of the Service Desk and the suppliers/subcontractors
  • Report on the applications under service

 Key Result Area 6 (Documentation and procedures)

  • Ensure the application list is kept accurate
  • Make sure all applications are covered by sufficient documentation to support
  • Maintain contact details and escalation matrix for all suppliers/vendors

 Key Result Area 7 (Tooling)

  • Ensure the tooling reflects the most efficient way of working
  • Maintain the service catalogue/offering to the end user.
  • Identify areas for improvement


  • Bachelor Degree in IT or equivalent through experience
  • Hands-on technical background in IT. Ideally in similar function or in the area of end user computing
  • (First) experience with managing a team
  • Airline Experience is a valuable asset
  • IT generalist with strong technical background, proven experience in supporting applications in end user computing environments
  • Good understanding of end user systems:
    • Windows Operating Systems
    • Applications (MS Office suite, Browsers, Skype, SAP, VPN…)
    • Microsoft stack of services
    • Networking
    • VDI/Virtualization
    • Mobile
  • Strong communication skills (both spoken and written)
  • Flexible team player with high customer awareness skills


  Interested in this challenging position? We look forward to receiving your CV and motivation letter!




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