Support Manager

Job Introduction

At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.
We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators,committed to redesigning and improving public services for the benefit of everyone.

Serco and Proud - Make a difference every day.

We currently have an exciting opportunity for a Support Manager, based in Brussels.

Role Responsibility

The key person will be responsible for:

• Managing the team responsible for operating the Service Desk within the  ICT Shared Service of our client.
• Providing leadership and developing Customer First culture within the team as they represent the  main route  for all customers to access the ICT Services.

•  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

Successful Candidate

The key person should have:

• Minimum 9 years of IT experience

• Proven knowledge in end user assistance or support of information systems

•  Excellent knowledge of ITIL

•  Good IT skills

•  Knowledge of wiki, collaborative sites and social networks

•  Excellent communication / writing skills

•  Good reporting methods

•  Ability to give presentations

•  Ability to apply high quality standards

•  Ability to participate in multi-lingual meetings, good communication skills

•  Capability of working in an international/multi-cultural environment, rapid self-starting capability and experience in working in team; leadership capability

•  Able to cope with the needs of multi-language site deployment

• Experience as a service desk agent

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Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

Package Description

Excellent Salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

Further information available from the Serco Europe Recruitment Team

About the Company

Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies