Our client, a leading Software, Information and Communication Technologies company, operates internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). Our client is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes. Role Overview Our client currently has a vacancy for an IT Support Manager fluent in English, to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the company’s premises or on-site at customer premises. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site. Job type: Full time/Permanent Location: Brussels, Belgium Workplace: Onsite Please note that we can consider only EU candidates for this position due to security clearance. Requirements University degree in IT combined with relevant IT professional experience of 5 years; Knowledge in support of information systems; Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes; Experience with Incident, Request, Problem and Knowledge Management; Experience in user support, troubleshooting and stakeholder coordination; Knowledge of wiki, collaborative sites and support documentation; Good knowledge of service management tools SMT, JIRA or SERVICE NOW; Excellent command of the English language. Responsibilities Organisation and implementation of support of information systems; Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem Management and Knowledge Management; Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation; Provision of guidance and assistance to business users in the use of information systems and ICT tools; Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality; Elaboration and implementation of relevant support processes.
IT Support Manager (Information Technology/Software) • Brussels, Belgium
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