Team Lead Service Desk
il y a 3 semaines
Overzicht:
**Who are we?**
With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, we provide **tailor-made advice** on particularly complex legal issues and support notary offices in their **day-to-day operations** in: legal advice, office management, IT solutions, training and information for the general public.
**What Sets Us Apart**:
Our uniqueness lies in the distinctive nature of the notarial profession and its legal framework, presenting us with ongoing and constant and complex challenges we face every day. The inclusion of data privacy, information integrity and security aspects add an extra layer of complexity to these challenges.
**What is your mission?**
As a **Team Lead Service Desk **your will play an active and crucial role in managing the day-to-day operations, providing guidance and mentorship to your team (up to 10 people), implementing process improvements, and collaborating in team and with cross-functional teams to deliver timely and effective solutions.
Being part of the department of Customer Care within the ICT you play a vital role in ensuring seamless and efficient interactions with clients and users, focusing on delivering exceptional service and addressing their needs promptly.
**What is your impact?**
- ** Team and People Management**: Oversee all facets of people management within the Service Desk team, including motivation, development, continuous learning, administration, and performance management. Take charge of team organization, covering shifts, planning, priorities, and ensuring appointment adherence.
- ** Quality Assurance**: Be responsible for the quality of all helpdesk activities directed towards notaries and citizens, both internal service desk and outsourced contact centers. Monitor performance by defining and reporting on key performance indicators (KPIs) relevant to Fednot's goals and SLAs.
- ** Supplier and Partners Management**: Collaborate with the Fednot Head of Customer Care to contribute to negotiations and manage relationships with suppliers (e.g., third-party helpdesks) and partners (BOSA, etc.). Evaluate supplier performance.
- ** Compliance and Security Oversight**: Work closely with the Information Security team and DPO to ensure compliance with security and privacy regulations. Manage access management processes.
- ** Documentation Control**: Ensure the availability of up-to-date documentation.
- ** Customer Claims Management**: Act as the first point of escalation for managing customer claims. Coordinate responses with relevant internal stakeholders and serve as a spokesperson.
**What qualifications are we looking for?**
- Master's degree in Computer Science, Engineering, or Information Technology, or an equivalent proficiency gained through practical experience;
- At least 7 years of professional experience of which **at least 5 years of experience** in a similar role (proven track record) ;
- Excellent ability to manage and **communicate** to customers and end-users is a must;
- Proven experience in managing **priorities** and **emergencies** according to business needs;
- Adaptability and ability to work in a **complex environment** with many actors (Fednot, federal and regional authorities, IT partners, notaries, citizens, etc.);
- Excellent competences in **people management** in offering valuable contributions to personal development and mentorship to team members ;
- Strong **problem-solving** abilities;
- Highly **analytical** and **synthetical** skills;
- A robust practical knowledge of **ITIL** and proficiency in **Kepner & Tregoe** or a comparable root cause analysis methodology;
- A very good knowledge of **Dutch, French, and English**.
**What do we offer**:
- Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector.
- Room for future development, room for employees to develop creativity and autonomy, fostering an open atmosphere
- A competitive salary package, extralegal advantages, insurance coverage, public transport, luncheon vouchers, and the possibility to build up holidays. Company car, bonus system and a net allowance. Furthermore we have a canteen at our disposal, and we offer free soft drinks.
**Where to find us?**
Fednot is located right in the center of Brussels, next to the Saint Gudule Cathedral.The Metro Station is right by the corner and the Central Train Station is just two blocks away.
**Where are you going to work?**
Hybrid: In the office (40%) & Homeworking (60%).**Join us in shaping the future of Fednot and be part of a team dedicated to excellence**
**#LI-Hybrid**
Jobinhoud:
**Who are we?**
With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, we provide **tailor-made advice** on particularly complex legal issues and support notary offices in their **day-to-day operations** in: legal advice, office management, IT solutions, trainin
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