Manager Service Desk (AI)

Location: Rotterdam, Netherlands

Company

hirify.global operates the iBabs product suite supported by a dedicated Service Desk function.

What you will do

• Lead, coach, and develop a team of seven Service Desk Analysts.
• Oversee first- and second-line support, resource planning, ticket prioritization, SLAs, KPIs, and customer satisfaction.
• Handle phone calls, tickets, and complex customer escalations during operational peaks.
• Analyse and improve incident management and change management processes.
• Identify opportunities to use automation and AI to improve service delivery and team productivity.
• Oversee feature testing and the continuous maintenance of technical documentation.

Requirements

• 5+ years of experience in Service Desk, Technical Support, or IT Operations.
• 2–3 years of people management experience.
• Strong knowledge of incident, problem, and change management processes, including ITIL.
• Advanced troubleshooting, escalation handling, stakeholder management, and operational reporting skills.
• Fluent Dutch and English are required.
• Willingness to work shifted and on-call hours when required.

Culture & Benefits

• Hands-on leadership role combining team management with operational support.
• Close collaboration with the Service Manager and cross-functional stakeholders.
• Focus on continuous process improvement and customer experience.
• Permanent employee position.