Service Desk Team Lead (On-site - Ghent)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer’s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

We are currently looking for a Service Desk Team Lead to join our team in Ghent.

This is a hands-on leadership role combining daily coordination of service desk activities with direct involvement in operational support, including incidents, service requests, ticket handling, user support, and continuous service improvement.

The ideal candidate is a senior IT support professional with strong customer focus, solid technical troubleshooting skills, and the ability to guide team members while ensuring high-quality service delivery in a dynamic environment.

Tasks and Responsibilities

• Coordinate and oversee daily service desk activities to ensure efficient ticket handling, prioritization, 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, peripherals, and workplace IT tools via tickets, calls, and on-site interaction.
• Ensure timely and effective resolution of end-user requests with a strong focus on customer satisfaction.
• Maintain accurate documentation of incidents, requests, troubleshooting steps, and resolutions within the ticketing system.
• Monitor ticket queues, backlog, priorities, escalations, and overall operational performance.
• Guide and support team members in daily operations, including escalation handling and knowledge sharing.
• Create and maintain knowledge base articles, support documentation, and training materials to support consistent service delivery.
• Support onboarding activities and provide user guidance to enhance the overall user experience.
• Serve as a key point of contact for support-related topics and stakeholder communication.
• Contribute to the continuous improvement of support processes, service quality, and operational efficiency.
• Assist with hardware procurement activities, including requirements gathering, vendor coordination, and support of standardization efforts.

Requirements

• Proven experience in IT support, service desk, on-site support, or a similar technical support environment.
• Previous experience coordinating, guiding, mentoring, or leading IT support resources.
• Strong hands-on technical troubleshooting skills across hardware, software, mobile devices, peripherals, and workplace IT tools.
• Experience working with ITSM tools, ticketing systems, and service desk processes.
• Good understanding of incident, request, escalation, backlog, and service level management.
• Strong customer focus and ability to deliver professional support in a demanding environment.
• Ability to bring structure, ownership, and quality into daily IT operations.
• Fluent English, both written and spoken, is required; Dutch language skills are considered a strong advantage.
• Strong communication and stakeholder management skills.

• Experience working in dynamic or regulated environments is considered an advantage.
• Service-oriented, proactive, reliable, and solution-driven personality.

• Readiness to work 100% on-site in Ghent.
• Candidates are required to 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 (“Fishing for Friends”).

• Company-sponsored events.

Is IT in your DNA?