Team Lead Service Desk (m/w/x)

Who are we?

With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, we provide tailor-made advice on particularly complex legal issues and support notary offices in their day-to-day operations in: legal advice, office management, IT solutions, training and information for the general public.

What Sets Us Apart:

Our uniqueness lies in the distinctive nature of the notarial profession and its legal framework, presenting us with ongoing and constant and complex challenges we face every day. The inclusion of data privacy, information integrity and security aspects add an extra layer of complexity to these challenges.

What is your mission?

As a Team Lead Service Desk, you will be a key player in maintaining high levels of customer satisfaction by overseeing the daily operations of the service desk, leading a team of up to 10 members, and ensuring consistent quality in service delivery. Your responsibilities will include providing guidance and mentorship to your team, identifying and implementing process improvements, and fostering collaboration both within your team and with cross-functional departments to deliver timely and effective solutions.

Within the department Customer Care of the ICT division of Fednot, your role is vital in facilitating smooth and efficient interactions with clients and users. You will focus on delivering overall exceptional experience for our clients and promptly addressing customer needs, contributing to an enhanced overall service quality for our clients.

What are the key activities?

• Team and People Management: Oversee all facets of people management within the Service Desk team, including motivation, development, continuous learning, administration, and performance management. Take charge of team organization, covering shifts, planning, priorities, and ensuring appointment adherence.
• Quality Assurance: Be responsible for the quality of all helpdesk activities directed towards notaries and citizens, both internal service desk and outsourced contact centers. Monitor performance by defining and reporting on key performance indicators (KPIs) relevant to Fednot's goals and SLAs.
• Supplier and Partners Management: Collaborate with the Fednot Head of Customer Care to contribute to negotiations and manage relationships with suppliers (e.g., third-party helpdesks) and partners (BOSA, etc.). Evaluate supplier performance.
• Compliance and Security Oversight: Work closely with the Information Security team and DPO to ensure compliance with security and privacy regulations. Manage access management processes.
• Documentation Control: Ensure the availability of up-to-date documentation.
• Incident and Problem Management: Personally follow up on general incidents or problems related to notaries and citizens' applications, following Fednot's process. Implement appropriate communication plans and escalate major incidents to Service Management. Analyze tickets and other metrics to detect trends and share them through the problem management process.
• Customer Claims Management: Act as the first point of escalation for managing customer claims. Coordinate responses with relevant internal stakeholders and serve as a spokesperson.
• Change Management: As a member of the Change Advisory Board (CAB), provide advice on changes impacting notaries and citizens' applications. Assess changes from a business perspective regarding risk, feasibility, operational readiness, and planning. Ensure the Service Desk team executes agreed-upon preparation tasks.
• Product Improvement and Continuous Enhancement: Ensure the Service Desk Team gathers insights for improving the usability and user-friendliness of supported applications. Communicate these leads to the product teams. Continuously search for ways to enhance the quality of helpdesk activities, encompassing processes, tooling, team training, and supplier relationships.

What qualifications are we looking for?

• Master's degree in Computer Science, Engineering, or Information Technology, or an equivalent proficiency gained through practical experience;
• At least 7 years of professional experience of which at least 5 years of experience in a similar role (proven track record) ;
• Excellent ability to manage and communicate to customers and end-users is a must;
• Proven experience in managing priorities and emergencies according to business needs;
• Adaptability and ability to work in a complex environment with many actors (Fednot, federal and regional authorities, IT partners, notaries, citizens, etc.);
• Excellent competences in people management in offering valuable contributions to personal development and mentorship to team members ;
• Strong problem-solving abilities;
• Highly analytical and synthetical skills;
• A robust practical knowledge of ITIL and proficiency in Kepner & Tregoe or a comparable root cause analysis methodology;
• A very good knowledge of Dutch, French, and English.

What do we offer:

• Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector.
• Room for future development, room for employees to develop creativity and autonomy, fostering an open atmosphere
• A competitive salary package, extralegal advantages, insurance coverage, public transport, luncheon vouchers, and the possibility to build up holidays. Company car, bonus system and a net allowance. 

Where to find us?

Fednot is located right in the center of Brussels, next to the Central Station. The Metro Station is right by the corner and the Central Train Station is just two blocks away.

Where are you going to work?

Hybrid - 60 % from home and 40% in the office. 

If you apply with us, your CV and motivation letter, which include identification details, details related to the profession and academic curriculum, will be kept in our database for 3 years for reasons of justified interest (e.g. contacting us for a new job). These data will not be exchanged with third parties, unless there is a legal obligation to do so. You can always exercise all rights included in the GDPR in particular, right to access and information, right to data erasure, right to limitation of processing, right to rectification, right to objection and right to lodge a complaint with the supervising authority, by contacting info@privanot.be. We ensure that all your personal data are treated in accordance with the applicable privacy legislation.

Who are we?

With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, we provide tailor-made advice on particularly complex legal issues and support notary offices in their day-to-day operations in: legal advice, office management, IT solutions, training and information for the general public.

What Sets Us Apart:

Our uniqueness lies in the distinctive nature of the notarial profession and its legal framework, presenting us with ongoing and constant and complex challenges we face every day. The inclusion of data privacy, information integrity and security aspects add an extra layer of complexity to these challenges.

What is your mission?

As a Team Lead Service Desk your will play an active and crucial role in managing the day-to-day operations, providing guidance and mentorship to your team (up to 10 people), implementing process improvements, and collaborating in team and with cross-functional teams to deliver timely and effective solutions.

Being part of the department of Customer Care within the ICT you play a vital role in ensuring seamless and efficient interactions with clients and users, focusing on delivering exceptional service and addressing their needs promptly.

What is your impact?

• Team and People Management: Oversee all facets of people management within the Service Desk team, including motivation, development, continuous learning, administration, and performance management. Take charge of team organization, covering shifts, planning, priorities, and ensuring appointment adherence.
• Quality Assurance: Be responsible for the quality of all helpdesk activities directed towards notaries and citizens, both internal service desk and outsourced contact centers. Monitor performance by defining and reporting on key performance indicators (KPIs) relevant to Fednot's goals and SLAs.
• Supplier and Partners Management: Collaborate with the Fednot Head of Customer Care to contribute to negotiations and manage relationships with suppliers (e.g., third-party helpdesks) and partners (BOSA, etc.). Evaluate supplier performance.
• Compliance and Security Oversight: Work closely with the Information Security team and DPO to ensure compliance with security and privacy regulations. Manage access management processes.
• Documentation Control: Ensure the availability of up-to-date documentation.
• Incident and Problem Management: Personally follow up on general incidents or problems related to notaries and citizens' applications, following Fednot's process. Implement appropriate communication plans and escalate major incidents to Service Management. Analyze tickets and other metrics to detect trends and share them through the problem management process.
• Customer Claims Management: Act as the first point of escalation for managing customer claims. Coordinate responses with relevant internal stakeholders and serve as a spokesperson.
• Change Management: As a member of the Change Advisory Board (CAB), provide advice on changes impacting notaries and citizens' applications. Assess changes from a business perspective regarding risk, feasibility, operational readiness, and planning. Ensure the Service Desk team executes agreed-upon preparation tasks.
• Product Improvement and Continuous Enhancement: Ensure the Service Desk Team gathers insights for improving the usability and user-friendliness of supported applications. Communicate these leads to the product teams. Continuously search for ways to enhance the quality of helpdesk activities, encompassing processes, tooling, team training, and supplier relationships.

What qualifications are we looking for?

• Master's degree in Computer Science, Engineering, or Information Technology, or an equivalent proficiency gained through practical experience;
• At least 7 years of professional experience of which at least 5 years of experience in a similar role (proven track record) ;
• Excellent ability to manage and communicate to customers and end-users is a must;
• Proven experience in managing priorities and emergencies according to business needs;
• Adaptability and ability to work in a complex environment with many actors (Fednot, federal and regional authorities, IT partners, notaries, citizens, etc.);
• Excellent competences in people management in offering valuable contributions to personal development and mentorship to team members ;
• Strong problem-solving abilities;
• Highly analytical and synthetical skills;
• A robust practical knowledge of ITIL and proficiency in Kepner & Tregoe or a comparable root cause analysis methodology;
• A very good knowledge of Dutch, French, and English.

What do we offer:

• Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector.
• Room for future development, room for employees to develop creativity and autonomy, fostering an open atmosphere
• A competitive salary package, extralegal advantages, insurance coverage, public transport, luncheon vouchers, and the possibility to build up holidays. Company car, bonus system and a net allowance. Furthermore we have a canteen at our disposal, and we offer free soft drinks.

Where to find us?

Fednot is located right in the center of Brussels, next to the Saint Gudule Cathedral.The Metro Station is right by the corner and the Central Train Station is just two blocks away.

Where are you going to work?

Hybrid: In the office (40%) & Homeworking (60%).

Please do not hesitate to apply before February 29th 2024.

If you apply with us, your CV and motivation letter, which include identification details, details related to the profession and academic curriculum, will be kept in our database for 3 years for reasons of justified interest (e.g. contacting us for a new job). These data will not be exchanged with third parties, unless there is a legal obligation to do so. You can always exercise all rights included in the GDPR in particular, right to access and information, right to data erasure, right to limitation of processing, right to rectification, right to objection and right to lodge a complaint with the supervising authority, by contacting info@privanot.be. We ensure that all your personal data are treated in accordance with the applicable privacy legislation.

Join us in shaping the future of Fednot and be part of a team dedicated to excellence!

#LI-Hybrid