Service Desk Team Lead— Global Support&Projects, Rijswijk

Role Purpose You will be responsible for the day to day management of the Service Desk Analyst, ensuring that Fox-IT and NCC Group employees receive a high standard of service and support. The Service Desk Support Manager will also be responsible for long‑term planning, training, and implementation of support provision both locally and globally.

Key Responsibilities

Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries.

Responsibility for Incident, problem, and change management within your Team.

Contribute to project management tasks.

Ensure all NCC Group support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.

Ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.

Provide technical support for all incidents, service requests and change requests.

Manage standard and escalated incidents, service requests, change requests, and project requests and ensure they are handled effectively and progressed to resolution.

Be pro‑active when seeking to resolve problems and escape more complex issues to the appropriate team.

Ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.

Carry out in‑house testing on all hardware, products, and services where necessary.

Functional&Technical Skills

Asset and configuration management– track, log and correct information to protect assets and components.

Continual service improvement– identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

Customer service management– maintain a high level of customer service, handle complex complaints, and use empathy to satisfy customer demands.

Ownership and initiative– own an issue until a new owner has been found or the problem has been mitigated or resolved.

Problem management– investigate problems in systems, processes, and services, understand the level of the problem (e.g. strategic, tactical, operational), and contribute to remedies and preventative measures.

Service focus– take inputs and establish coherent frameworks that work.

Service Management Framework knowledge– possess knowledge and/or a Level 3 Service Management Framework qualification.

Service reporting– produce relevant reports in a standard format within an agreed timeframe, and provide interpretation of the data set.

Technical understanding– have knowledge of the subject matter and understand its implications.

User focus– identify needs, engage with users or stakeholders to collate user need evidence, define research that fits user needs, and use quantitative and qualitative data to translate user focus into outcomes.

Coaching and mentoring– coach and mentor junior team members, assist in providing first‑class services, and ensure consistent capability levels as required by the organisation.

Management planning– provide input into overall management, including workforce, budget, technology roadmaps, projects, and tasks.

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