IS/IT Support Manager

  • Fulltime
  • België
  • 1 jaar geleden geplaatst



The IS/IT Support Manager will be responsible for the service management of the information systems and the IT support services. He/she will manage the service desk activities – incident and problem management -, manage IT services through suppliers, LGO and local IT support team, manage the IT assets, the work-processes and procedures and manages the IT service budget. He/she will act as an escalation point for prioritized incidents.

Thanks to his/her service mindset. The IS/IT Support Manager is a success factor in maintaining the IT services to a quality level that is in line with the business requirements and key stakeholders. He/she will follow-up the quality through different KPI’s.


Service desk

  • Ensure IT incidents are solved through suppliers, LGO and local IT team within agreed service level objectives.
  • Ensure Service Desk process and procedures are maintained for a correct management of IT incidents
  • Track recurring incidents in order to investigate the root cause and solve it.
  • Propose improvement in the procedures, infrastructure to reduce the recurring incidents, and the resolution time.
  • Perform incident analysis in order to close root cause for regular incidents.

Supplier management

  • Ensure the list of external suppliers, and coordinates is maintained.
  • Ensure there is a process for incident and problem resolution, together with escalation procedures.
  • Perform regular Service Review Meetings with suppliers to cover service performance and follow-up on improvements.

IT Support management

  • Management of Nespresso Performance and Development Cycle.
  • On boarding and off boarding of team members according to HR guidelines.
  • Setup 1-2-1 with team members to coach and develop.

Work process & procedures

  • Ensure the IT processes and procedures are created, maintained and stored in a central repository.
  • Ensure the business stakeholders are informed of the IT processes and procedures.
  • Follow-up on audit reviews, audit results, builds and implement action plans to close audit findings if any.


  • Bachelor in ICT or similar through experience
  • 2 years of experience in Service Management function
  • Good general knowledge of office suites, ERP applications (SAP is a plus)
  • Perfect knowledge of the local languages (French/Dutch and English).
  • Experience in working for a retail organisation

• People Management skills