Senior Support Manager in PORTUGAL

We are seeking a talented Senior Support Manager willing to relocate to or currently located in Brussels, Belgium.

Key Responsibilities:

Information System Support Management:

• Organize, implement, and maintain Information System (IS) support processes.
• Oversee incident management, user request handling, and related reporting.
• Ensure continuous improvement in service management and process optimization.

Team Coordination and Collaboration:

• Lead and coordinate support teams to ensure optimal performance.
• Work closely with project teams to align support strategies with organizational goals.
• Manage and maintain collaborative platforms, wiki sites, and social networks.

Service Quality and User Engagement:

• Monitor service quality metrics, including capacity, availability, and SLA compliance.
• Prepare and update user documentation, manuals, and problem reports.
• Conduct IS and ICT training sessions and provide guidance to users on best practices.

Process Design and Implementation:

• Develop and implement support processes, including incident and change management.
• Use ITIL principles to drive effective service management practices.
• Leverage tools like Confluence, Jira, and ticketing systems (e.g., ServiceNow) to streamline workflows.

Stakeholder Communication:

• Participate in user, service, and project meetings.
• Act as the point of contact for escalations and complex issue resolutions.

Requirements:

Education:

• Master’s Or Bachelor’s Degree

Professional Experience:

• Minimum 13 years of total professional experience
• Minimum 5 years in end-user support for information systems.
• Extensive knowledge and practical application of ITIL best practices.

At least 3 years of experience working with:

• Wiki platforms, collaborative sites, and social networks.
• Process improvement related to service management.
• Tools like Confluence, Jira, and ticketing systems (e.g., ServiceNow).

Proven expertise in:

• Service quality monitoring (capacity, availability, SLA breaches).
• Creating user documentation, problem reports, and KPI dashboards.
• Implementing support processes, such as incident and change management.
• Good spoken French AND English

Certifications (Optional but Preferred):

• ITIL Foundation Certification or equivalent.

Key Technologies:

• ITIL frameworks for service management.
• Wiki platforms, Confluence, Jira, and collaborative tools.
• Ticketing systems such as ServiceNow.
• Service quality monitoring tools and reporting systems.

Why Join Us?

• Official full-time employment with an indefinite contract from the start
• Great relocation package
• Health insurance provided
• Hybrid work model: 2 days on-site, 3 days remote
• Access to Udemy Business subscription with thousands of workshops and courses
• Collaborative and innovative work environment
• Engagement in diverse and challenging projects to keep you motivated and enhance your skills

This role is ideal for seasoned professionals passionate about driving excellence in Information Systems support while leveraging their French and English language skills. Apply today to join our team!