Team Leader - IT Support (Onsite)

The Team Leader, IT Support is a critical leadership role responsible for the day-to-day operational management and coaching of an on-site IT support team. The role requires an experienced leader with a deep, hands-on understanding of proximity support challenges who excels at coordinating improvement initiatives. The position is fully onsite in Brussels. Netcompany is a company of over 8,900 professionals across Europe, helping EU institutions, public and private organisations with responsible digitalisation.

Responsibilities

Provide effective leadership to the Proximity IT Support teams (team size 30+), fostering a motivated, high-performing environment; Manage daily team operations, including shift planning, task definition, and resource usage planning (shifts, holidays, projects); Conduct regular service reviews, quality control, and risk analysis to ensure SLAs are consistently met or exceeded; Oversee critical support processes, including call handling status, escalation procedures, and problem reporting; Track activities against operational plans and provide regular status reports (daily, monthly, yearly) to management; Manage the change control procedure related to physical IT assets and support methodologies; Coordinate small to medium-scale improvement and deployment initiatives related to end-user infrastructure, hardware, and support processes; Act as the final point of escalation for complex user support issues

Requirements

Bachelor's Degree and 7 years of experience as a Team Leader OR Master's degree and 5 years of experience as a Team Leader; Extensive experience coordinating and leading Proximity Support teams (on-site IT support); Proven ability to interact professionally with end-users, senior management, and cross-functional teams; Strong leadership and project management skills, with a track record of guiding teams through daily operational activities; Demonstrated resilience and a proactive approach to continuous improvement; Experience/knowledge of ITIL practices; Bilingual proficiency in French and English

Nice to have

ITILv4 certification; Prior experience in EU Institutions environment

Benefits

Opportunity to work in a modern environment; Competitive compensation & benefits package; Hospitalization plan; Hybrid working model; Meal allowance; Mobility budget or commuting allowance (if applicable); Well-being activities (on premises); Continuous learning opportunities (unlimited access to Udemy for Business, ad-hoc trainings); Personalized development plan for targeted career growth