Service Desk Team Lead

Responsibilities

• Coordinate and oversee daily service desk activities to ensure efficient ticket handling and adherence to service levels
• Actively contribute to incident and service request resolution, including complex or high-priority cases
• Provide technical support for hardware, software, mobile devices, and workplace IT tools
• Monitor ticket queues, backlog, priorities, and overall operational performance
• Guide and support team members in daily operations, including escalation handling and knowledge sharing
• Create and maintain knowledge base articles and support documentation
• Assist with hardware procurement activities and vendor coordination

Requirements

• Proven experience in IT support, service desk, or on-site support
• Previous experience coordinating, guiding, or leading IT support resources
• Strong hands-on technical troubleshooting skills (hardware, software, mobile, peripherals)
• Experience working with ITSM tools and ticketing systems
• Fluent English (written and spoken); Dutch is a strong advantage
• Ability to work 100% on-site in Ghent
• Must provide a criminal record extract not older than three months

Benefits

• Broad range of tasks and responsibilities
• Friendly and international working environment
• Professional development opportunities
• Referral program
• Company-sponsored events

About the Company

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region and the USA, delivering innovative services to industry-leading clients.