🔥 Senior ServiceDesk Manager - Freelance

We’re looking for a Senior Service Desk Manager to join a 3-months renewable interim mission in a global transformation context 🌍. The goal? Replace the current management team and drive major process improvements ahead of a future permanent hire.

🎯 Your Mission

• Lead and manage global support teams across multiple locations, time zones & languages 🌐

• Drive incident management & support processes excellence ⚙️

• Act as a hands-on leader (operational) – not a project manager 🚫📊

• Improve and structure the Service Desk organization 📈

• Ensure a strong people management approach, fostering engagement, performance and team cohesion 🤝

💡 You’ll need strong technical awareness (Microsoft, SAP, cloud), but you won’t handle tickets directly.

🧠 Your Profile

✅ Senior-level experience in Service Desk / Support Management

✅ At least 5 years of seniority on ServiceNow

✅ Strong technical background and ability to understand complex IT environments

✅ Proven track record in international team leadership

✅ Strong people management skills, with an empathetic leadership style

✅ Strong background in IT support processes & incident management

✅ Comfortable in complex, fast-paced and global environments

☁️ Tech Environment

• Modern multi-cloud architecture ☁️

• Strong Microsoft ecosystem 💻

• Core business apps: SAP / ERP, Finance, Safety Management, Invoicing 🧩

• High exposure to application support (not just infrastructure)

📍 Location & Setup

📍 Brussels area

🏢 Start: 100% on-site, then 1 day remote/week