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
Is IT in your DNA?
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D-ploy is an IT Engineering and Consulting Company with a wide portfolio of services and solutions suitable for globally as well as regionally operating companies. Our strength is in providing proven standard and individually tailored solutions helping our customers achieve their strategic and business goals. Our core competencies are operational IT Infrastructure services and consulting in the areas of Service Management, Program and Project Management as well as Quality Management. Company Profile Founded in January 2003 in Kaiseraugst, Switzerland, D-ploy has been growing steadily by expanding its expertise, portfolio and geographical presence across Europe and in the US. Our main focus has always been on ensuring that IT enables the Business, supports value generation and contributes to the overall work efficiency. With the customer-centric attitude and pragmatic approach to IT, we became a trusted and preferred IT partner to many customers proving again and again, that we can do IT. Building our expertise and establishing long-term partnerships with our customers, we understand the value of sustainable practices driven by compliance with industry standards and implementing best practices. Therefore, since 2016 D-ploy has been ISO 9001 and ISO/IEC 20000-1 and as of 2017 ISO/IEC 27001 certified. We strive to continuously offer the most suitable and innovative service solutions to our current and future customers by staying agile, understanding the industry needs and keeping up to date on the market trends.
Key team members
Bob de Boers
Andrej Kavcic
Ondrej Litov
Architect (M365/Integration/DB) & Service Delivery Manager (Collaboration/App/Migrations) at D-ploy (Czech Republic) s.r.o.
Lukas Petro
Company Owner at Solve It now s.r.o.
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