Support Manager

Il y a 2 mois


Brussels, Belgique Seidor Temps plein

We are on the lookout for an** **Support manager** **to join our team for working with European Institutions based in** **Brussels** in an **near site** position**.**

**Get to know us - SEIDOR**

At SEIDOR, we drive client transformation and competitiveness with cutting-edge technology and innovation, with a relentless focus on the human element and a commitment to nurturing talent and sustainable growth.

As a diverse and inclusive company that champions equal opportunity, we boast a team of over 8,000 professionals in our global presence across 45 countries in Europe, Latin America, the USA, the Middle East, Africa, and Asia.

We believe the digital world's challenges require not only the best technologies and partnerships but most importantly, the best people. That's where you come in - we need you to help us scale new heights.

For this position you would be working with our client from the European institutions. Unit SANTE.R.4 'Information Systems' is in charge of developing, maintaining and operating the DG's information systems at the three geographical sites in Brussels, Luxembourg and Grange. The unit works directly with the policy units on digital solutions to implement SANTE's policies and manages the local IT infrastructure and support.

Below are the details of your role and requirements.

**Your role**:

- Organisation, implementation and maintenance of (IS) support
- Coordination of support teams
- IS Service management
- Coordination with the project teams
- Coordination of wiki sites, collaborative sites or social networks
- Follow-up of service quality
- Management and follow-up of user requests
- Guidance regarding the use of information systems
- Management of incidents related to information systems; organisation of the reporting
- Conception and organisation of user documentation for information systems
- Conception and management of IS and ICT trainings
- Participation in user, service and project meetings
- Elaboration and implementation of relevant support processes

**What’s in it for you?**

From day one, you’ll find opportunities for personal and professional development within a supportive team environment. We offer:

- A permanent role at a leading tech project firm (subcontractor also possible).
- A hybrid work schedule, blending in-office collaboration with the convenience of working from home.
- Continuous learning and development through SEIDOR Academy.
- A package including salary and additional annual bonus, working equipment, phone and other benefits.
- A dynamic international workplace with diverse teams.
- A commitment to your well-being, work-life balance, and career growth.
- Rapid advancement opportunities in a short period of time.
- Engaging events and a comprehensive onboarding program.

At SEIDOR, your growth is our success, and we strive to make our workplace feel like home. Discover the nine core aspects of our culture that define us at SEIDOR:
**Who we think you are**:

- At least 5 years of specific expertise in end user support of information systems
- At least 5 years of specific expertise in good knowledge of ITIL
- At least 3 years of specific expertise in knowledge of wiki, collaborative sites and social networks
- At least 3 years of specific expertise in process improvement related to service management
- At least 3 years of specific expertise in knowledge of Confluence and Jira
- At least 3 years of specific expertise in ticketing tools such as ServiceNow or similar
- At least 5 years of specific expertise in follow-up of service quality (Capacity, availability, SLA breaches...)
- At least 5 years of specific expertise in preparation of related documentation (User manuals, Problems report, KPI reports, etc)
- At least 5 years of specific expertise in implementation of support processes (Incident management, Change management, etc)


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