Team Leader - IT Support (Onsite)

Description

The company builds digital solutions for EU institutions, public bodies and private organisations, with over 8,900 staff across Europe.

This role runs the daily operations of an on-site IT support team and coaches its members, suited to a leader with hands-on proximity support experience.

The Belgian unit has more than 600 tech specialists, mostly on international projects for European institutions, with work that affects millions of citizens worldwide.

Responsibilities

• Lead Proximity IT Support teams of 30+ people and help members keep building their skills in a motivated setting.
• Handle daily operations, including shift planning, task assignment, and planning resources for shifts, holidays and projects.
• Run service reviews, quality checks and risk analysis to meet or beat Service Level Agreements (SLAs).
• Oversee call handling status, escalation steps and problem reporting.
• Compare activity against operational plans and give management accurate status reports daily, monthly and yearly.
• Manage the change control process for physical IT assets and support methods.
• Lead small and medium improvement and rollout initiatives for end-user infrastructure, hardware and support processes.
• Act as the final escalation point for complex user issues, drawing on your earlier hands-on experience.

Requirements

• Bachelor's degree and 7 years as a Team Leader, or a Master's degree and 5 years as a Team Leader.
• Extensive experience coordinating and leading proximity support teams for on-site IT.
• A proven record of dealing professionally with end-users, senior management and cross-functional teams.
• Strong leadership and project management skills, with a history of guiding teams through daily operations.
• Demonstrated resilience and a proactive approach to continuous improvement.
• Experience or knowledge of ITIL practices, preferably with ITIL v4 certification.
• Bilingual in French and English.
• Prior experience in an EU institutions environment is considered a strong advantage.

Conditions

This is a fully on-site position in Brussels.

The company gives every candidate equal opportunity and consideration and prohibits discrimination on any legally protected ground.

Benefits

• Opportunity to work in a modern environment.
• Competitive compensation and benefits package.
• Hospitalisation plan.
• Hybrid working model.
• Meal allowance.
• Mobility budget or commuting allowance, where applicable.
• On-premises well-being activities.
• Continuous learning, including unlimited access to Udemy for Business and ad-hoc training.
• Personalised development plan for targeted career growth.