IT Support Team Leader

About the role

We are seeking an experienced IT support professional to lead our L1/L2 helpdesk team. The role combines hands‑on technical problem solving with coaching and performance management.

Key responsibilities

• Lead, mentor and develop a team of L1/L2 helpdesk technicians.
• Manage ticket queues, set priorities and schedule work to meet service targets.
• Own SLA compliance and monitor key support KPIs such as resolution rate, CSAT and response time.
• Act as escalation point for complex incidents and ensure timely resolution.
• Report on team performance, drive continuous improvement and implement best practices.
• Conduct regular 1:1 meetings, performance evaluations and create development plans.

Required profile

• 3–5 years of experience in IT helpdesk or support, including team lead or coordination responsibilities.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory and an ITSM tool (e.g., ServiceNow, Jira, TOPdesk).
• ITIL foundation knowledge; certification is a plus.
• Excellent communication skills and a service‑first mindset.
• Fluency in French, Dutch and English.

Required skills

• Windows
• Microsoft 365
• Active Directory
• ServiceNow or Jira or TOPdesk (ITSM tools)
• ITIL