Service desk teamleider Vacatures

Over de vacature

Overview

You lead and develop a Service Desk team to deliver consistent, high-quality customer experiences. You manage workload, monitor performance, and steer improvement initiatives to resolve incidents and complex queries. You collaborate with the Client Service Manager and other teams to ensure coverage and service quality, while supervising a small group of second-line finance specialists. You handle sensitive data in line with security policies and uphold confidentiality and accuracy. This role combines people leadership with operational excellence to enhance customer service and risk-aware processes.

Verantwoordelijkheden

• Lead daily Service Desk activities, assign work, set priorities, and ensure coverage
• Monitor queues, workloads, service levels, and performance to ensure accurate, timely responses
• Serve as senior contact for unresolved incidents, escalations, and complaints
• Use AI-assisted quality tools to review interactions, coach, and drive improvements
• Support recruitment, onboarding, training, performance reviews, and ongoing development
• Maintain procedures and report on service levels, quality, workloads, and improvement opportunities
• Oversee a small team of specialized second-line finance agents and coordinate proper routing and escalation of complex finance work
• Ensure compliance with policies and escalate fraud, data protection, security, and operational risks

Belangrijkste vereisten

• HBO-level education or equivalent working experience

• At least two years of relevant customer service or service desk experience

• Experience coordinating, coaching, or supervising colleagues (preferred)

• Strong people-leadership skills: prioritising, feedback, and performance management

• Customer focus with ability to handle complex questions, escalations, and complaints

• Strong analytical, organizational, and problem-solving skills with attention to detail

• Experience with service levels, queue management, quality monitoring, and operational reporting

• Ability to translate procedures into clear guidance, instructions, and training

• Confident communication and collaboration with customers, colleagues, managers, and specialist teams

• Strong digital skills and proficiency with service desk and administrative systems

• Awareness of financial processes to supervise specialists and know when to escalate

• Excellent Dutch and English, with integrity, confidentiality, and accountability

• strong leadership and people-management

• customer-centric mindset

• clear communication and collaboration

• service levels management

• queue management and operational reporting

• AI-assisted quality tools usage