Service Desk Manager

About the Role

Are you a leader who doesn’t just optimize processes, but can also inject a new DNA into a team? As an Interim Manager Digital Service Desk at TalentRoots, you are the driving force behind a cultural shift. You combine strategic leadership and change management with the willingness to stay hands-on and support your team on the front lines.

You will lead an experienced team of Service Desk Officers responsible for the digital support of over 1,400 colleagues and partners. Your mission? To transition the team toward a premium service experience, where quality, team spirit, and a proactive culture are central. You are the bridge that makes technology human and elevates support to the next level.

Key Responsibilities

• Leadership & Change: Transform the team culture and increase the sense of ownership. You implement a new way of working where the user experience (the “Coolblue effect”) is the top priority.
• Operational Management: Stay close to the reality of support. You understand daily challenges and take responsibility when it matters most, overseeing both first and second-line support.
• Process Optimization: Ensure strict adherence to procedures and refine them where necessary. Analyze structural issues and translate them into sustainable solutions.
• Coaching & Development: Coach the team with constructive assertiveness. You don’t shy away from difficult conversations while providing the space and trust for the team to grow.
• IT Support Improvement Projects: Lead and contribute to projects aimed at increasing the efficiency and quality of digital services.
• Reporting & Monitoring: Use data from the ticketing tool to steer the team proactively, maintaining a helicopter view of priorities and KPIs.
• Security & Compliance: Guard technical and functional cybersecurity guidelines and ensure the team remains vigilant regarding security policies.

Your Profile

• Experienced Leader: At least 7 years of relevant experience in a similar leadership role, preferably with a focus on interim management or change.
• Change Expert: Proven track record in realizing cultural shifts and strengthening team impact and dynamics.
• Technically Grounded: Broad and deep knowledge of the Microsoft ecosystem (M365, SharePoint, Teams, PowerBI), EntraID/Active Directory, and Client Windows OS.
• Decisive & Agile: You dare to make tough calls in ambiguous situations and remain solution-oriented in a complex environment.
• Communicative Connector: You make complex digital issues understandable for everyone. You are fluent in Dutch and have full professional proficiency in English.
• Analytical Mindset: Thanks to your helicopter view, you maintain oversight and correctly align priorities with business needs.

What We Offer

For Freelancers

• A high-impact interim mission with the opportunity to shape organizational culture.
• A market-conform rate that truly reflects your seniority and expertise.
• 30-day payment term with clear agreements and smooth payments.
• Access to the TalentRoots community and our Out‑of‑Office Fun.
• Dedicated follow-up and support throughout your mission.

For Employees

• A fair and competitive salary, aligned with your skills and talents.
• Company car with charging card.
• Group and hospitalisation insurance.
• A dedicated development budget for continuous learning and trends.
• 12 additional leave days on top of the official holidays.
• Out‑of‑Office Fun and a close-knit community.
• Close follow-up with check-ins and professional growth opportunities.