# Service Desk Team Lead (On-site - Ghent)

**Company:** [D-ploy](http://jobs.workable.com/companies/awapV3KdazE1pLMLSBAfQD.md)
**Location:** Ghent, Belgium
**Workplace:** on site
**Employment type:** Full-time
**Department:** ARGX

[Apply for this job](http://jobs.workable.com/view/b76913ef-adf5-4edd-87e0-ba9edffb1bc1)

## Description

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

This is a hands-on leadership role combining daily coordination of onsite IT resources with direct involvement in operational support activities such as incidents, service requests, ticket follow-up, 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 bring structure, ownership, and quality into daily IT operations.  
  
**Task and Responsibilities:**

-   Lead and coordinate the daily activities of the onsite IT support team
-   Act as a hands-on escalation point for incidents, service requests, and operational issues
-   Provide technical and troubleshooting assistance related to computer hardware, software, mobile devices, peripherals, and other IT tools
-   Ensure high-quality service delivery with a strong customer-first mindset
-   Monitor ticket queues, backlog, priorities, SLA adherence, and overall operational performance
-   Support the team in resolving complex or urgent end-user issues
-   Ensure proper documentation of end-user issues, troubleshooting steps, and resolutions in the ITSM tool
-   Promote adherence to processes, knowledge documents, and best practices
-   Identify gaps in current operations and drive improvements in daily service delivery
-   Create and update knowledge articles, support scripts, training materials, and operational documentation
-   Collaborate closely with onsite IT technicians, service desk teams, vendors, and other internal stakeholders
-   Support onboarding, guidance, coaching, and knowledge sharing within the team

## Requirements

-   Proven experience in IT support, onsite support, service desk, or a similar technical support environment

-   Previous experience coordinating, 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 and ticket management processes
-   Good understanding of incident, request, escalation, and backlog 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 and Dutch, both written and spoken, are required
-   Strong communication and stakeholder management skills
-   Service-oriented, proactive, reliable, and solution-driven personality
-   Readiness to work 100% onsite in Ghent
-   Candidates have to declare 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 

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