{"id":2551314,"url":"https://alion.io/job/euronext-manager-service-desk","title":"Manager Service Desk","company":{"id":14289,"name":"Euronext","domain":"euronext.com","url":"https://alion.io/company/euronext","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rotterdam, Netherlands","Hoorn, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":115000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-14T18:03:55Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-23T19:39:48Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Job summary\nAs Service Desk Manager, you lead and develop a team of 7 Service Desk Analysts, ensuring the delivery of high-quality first- and second-line support across the iBabs product suite. You are a hands-on leader who is comfortable stepping into operational activities when required while maintaining oversight of team performance, resource planning and service quality.\nYou work closely with the Service Manager and cross-functional stakeholders to ensure an efficient support operation, continuous process improvement, and an excellent customer experience. Additionally, you serve as the primary escalation point for clients, resolving complex or sensitive issues professionally.\nKey accountabilities\nTeam Leadership: coach and develop the Service Desk team to ensure high performance. Manage performance, training needs, engagement and resource planning.\n Operational Execution & Operational Excellence: Actively participate in daily support tasks, handling phone calls and tickets alongside the team during peak times. Prioritise tickets when needed. Ensure the team meets service level agreements (SLAs) and maintains a high level of customer satisfaction.\nEscalation Management: Serve as the main point of contact for customer escalations, ensuring rapid and effective resolution.\nProcess Improvement: Continuously analyse and improve incident management processes to enhance efficiency and customer satisfaction. Identify opportunities to leverage automation and AI to streamline operations, improve service delivery, and increase team productivity. Actively participate to change management to ensure adhesion.\nCollaboration & Alignment: Work closely with the Service Manager to optimize daily workflows, ticket distribution, and response times.\nKnowledge Management: Oversee feature testing and the continuous updating of technical documentation by the team.\nShifted and on-call hours may be required for that role\nProfile\n5+ years of experience in a Service Desk, Technical Support, or IT Operations environment.\nAt least 2-3 years of people management experience.\nStrong knowledge of incident, problem and change management processes (ITIL).\nAdvanced troubleshooting skills with a keen attention to detail and strong escalation-handling capabilities\nExperience working with SLAs, KPIs and operational reporting.\nProven ability to manage escalations and maintain customer trust during critical incidents.\nStrong stakeholder management skills.\nFluent in Dutch and English is required\nEuronext Values\nUnity\nWe respect and value the people we work with\nWe are unified through a common purpose\nWe embrace diversity and strive for inclusion\nIntegrity\nWe value transparency, communicate honestly and share information openly\nWe act with integrity in everything we do\nWe don’t hide our mistakes, and we learn from them\nAgility\nWe act with a sense of urgency and decisiveness\nWe are adaptable, responsive and embrace change\nWe take smart risks\nEnergy\nWe are positively driven to make a difference and challenge the status quo\nWe focus on and encourage personal leadership\nWe motivate each other with our ambition\nAccountability\nWe deliver maximum value to our customers and stakeholders\nWe take ownership and are accountable for the outcome\nWe reward and celebrate performance\nWe are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.\nAdditional Information\nThis job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.","description_format":"text","description_chars":3919,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Dutch","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Stock Exchanges & Market Infrastructure","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-14T18:03:55Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":9,"expected_fill_days":54,"reasons":["conf:10","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/euronext-manager-service-desk","json_url":"https://alion.io/job/euronext-manager-service-desk.json","meta":{"generated_at":"2026-10-24T16:22:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23657,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14289},"rest":"https://alion.io/mcp/rest/get_company?id=14289"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feuronext-manager-service-desk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feuronext-manager-service-desk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feuronext-manager-service-desk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/euronext-manager-service-desk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feuronext-manager-service-desk"}]}