Information Technology Support Manager
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We are currently hiring a IT Support Manager for an exciting client engagement.
Role: IT Support Manager
Position: B2B Contract
Please Note: Due to security clearance requirements, we can only consider EU Citizens for this position
Must work 2 days a week from the end customer's office in Brussels Belgium
Description
We currently have a vacancy for a 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.
- 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.
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.
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