Service Desk Team Leader - International SOC Service Desk...

Orange Cyberdefense, an Orange Group company, is one of the world’s leading cyber security services and solutions providers.

Orange Cyberdefense enjoys 25 years’ experience in the field of global information security, providing products and services for leading organisations in over 160 Countries.

We are building a safer digital society, protecting individual and corporate freedom across geographies.

Service Desk Team Leader

Are you a leader who strives to provide high value, first class services to customers? Would you like to combine your people skills with an interest in an ever-evolving industry? Come and join us – to contribute to a safer digital society!

Orange Cyberdefense is looking for a Team lead for the Service Desk based in Brussels Evere. The Team lead will be responsible for managing 8 Service Desk technicians and will report directly to the Head of Global Service Desk.

You will be responsible for supporting and managing the daily operations of the service desk activities, working closely with Global Operations to maintain a high customer retention rate and drive high customer satisfaction across our services.

• Oversee and manage the day-to-day operational aspects of Service Desk including but not limited to:
  • Ticket queues
  • Change Management Coordination
  • Shift schedules
  • Annual leave and sickness
  • General administrative duties
  • Schedule planning
• Manage team resources and workloads to ensure contracted SLA’s and KPI’s are met
• Responsible for maintaining high quality services and driving customer satisfaction
• Mentoring, coaching, and developing Service Desk Technicians
• Conducting Service Desk team’s 1-2-1’s, appraisals and setting and tracking specific objectives
• Be the first management point of contact for internal and external escalations.
• Coordinating high priority tickets to ensure they are dealt with effectively and efficiently
• Contribute to developing operational processes and tools to improve the quality of service delivered to customers
• Responsible for the team in all aspects, for example, individuals’ professional development, performance, and well-being
• Responsible for Service Desk team recruitment plan

Why are we talking to you?

You will have a keen interest in cyber security, leading people and working closely with customers.

Your passion for good customer service, combined with leadership and management skills will be crucial for this role.

You should have the ability to think outside the box, provide input to develop processes and procedures to ensure we are continuously improving our services.

For us it is important to lead by example, your soft skills should echo our core values, innovation, humble, respect, simplicity, and trust.

You should enjoy working in an organization encouraging innovation as well as having a self-driven mindset where we can work together to find the best solutions for our customers.

Essential experience:

• Leadership skills and an interest in people management
• Previous experience within a Service Desk
• ITIL Knowledge
• B2B customer relations

Desired experience:

• Experience working within the cyber security field (Network, IT Security, Information Security)

What you can expect from us

• 
  Be taken care of -We offer you 32 vacation days, meal vouchers, eco-cheques, hospitalization and group insurance, company laptop, mobile phone with unlimited use, fixed-line phone and internet subscription, a fuel card plus company car, as well as other benefits. So you do not have to worry about a thing!

• Never stop learning -We want to be the best in what we do and therefore we provide training, certifications and learning opportunities for every employee so you continuously enrich your skills.

• Transparency -Communication is key! So we organize company and team meetings on a regular base so everyone is informed properly.

• Do what you love -Enjoy flexibility with offices in Brussels, Antwerp, Ghent, Rotselaar, & Nivelles, a variety of events, sport at work and lots of activities. We spend more time at work then we do at home, that is why it is important that everyone feels at home. And we make sure you do!

• Snack to your heart’s desire -At Orange Cyberdefense we keep it healthy. So, you can enjoy an assortment of fresh fruit and healthy snacks. For those with an occasionally sugar dip, there are sweet snacks available.

• Reputable brand -You will join an internationally, growing company with over 25 years experience in the industry. This makes us experts in what we do. We have an international presence and yet local teams to assist our customers.

• The good life ...

Are you interested? Then jump in!

Orange Cyberdefense are equal opportunities employer, welcoming applications from all people, regardless of their race, sex, disability, age, religion, or sexual orientation.