Digital Enablement Practice Lead - IT Service Desk

Context

As Digital Enablement Practice Lead – IT Service Desk, you will operate within the IT Service Desk while being accountable for the Digital Enablement practice, aligned with ITIL Service Value System principles. This operational and hands-on role focuses on enhancing Service Desk performance through knowledge, digital tools, automation, and AI-enabled capabilities. The position goes beyond traditional "break-fix" support to proactively empower employees via technology, including Service Desk modernization, self-service adoption, and Knowledge-Centered Service (KCS) practices.

Missions

• Own and drive the Digital Enablement practice within the IT Service Desk.
• Enable Service Desk agents through digital tools, standardized knowledge, AI-assisted resolution guidance, and self-service capabilities.
• Support the implementation and operational use of digital and AI-based solutions (e.g., virtual agents, copilots, automation).
• Define and apply clear usage guardrails to ensure digital tools support — and do not replace — human decision-making.
• Co-lead and support the IT Service Desk team to ensure efficient first-line remote support delivery.
• Assist Service Desk Team Leads in operational coordination, workload management, and issue prioritization.
• Act as an operational escalation point for complex, recurring, or cross-team issues.
• Report major incidents and structural operational challenges to the direct manager.
• Coordinate the creation, review, validation, and continuous improvement of Knowledge Base articles, resolution guides, workarounds, and end-user documentation.
• Ensure knowledge quality, relevance, accessibility, and lifecycle management.
• Promote knowledge reuse to improve First Contact Resolution (FCR) and reduce ticket volume.
• Monitor and follow up on incidents and service requests received via phone and ticketing tools (e.g., Jira, ServiceNow).
• Ensure correct documentation, categorization, and escalation to other teams or partners.
• Identify recurring issues and gaps where digital enablement or automation can improve efficiency.
• Identify improvement opportunities based on ticket analysis, operational feedback, and digital tool performance.
• Contribute to data-driven improvements of Service Desk processes.
• Provide clear operational reporting and insights to the Service Desk Manager.

Tools & Environment

• ITIL Service Value System framework
• Digital and AI-based solutions such as virtual agents, copilots, and automation tools
• Ticketing tools including Jira and ServiceNow
• Knowledge-Centered Service (KCS) practices
• Microsoft Office / Microsoft 365
• Windows 10 and Windows 11 environments

Working Conditions

• Operational and hands-on role within the IT Service Desk team
• Focus on digital enablement, knowledge management, automation, and AI-supported ITSM
• Multilingual communication in Dutch and French; English is a strong asset
• Experience or interest in Automobile / Mobility IT support is an asset

1. Proven experience in an operational IT Service Desk or Application Support role
2. Strong analytical and problem-solving skills in complex IT environments
3. Advanced knowledge of Windows 10 and Windows 11
4. Proficiency in Microsoft Office / Microsoft 365
5. Excellent communication skills in Dutch and French (English is a strong asset)
6. Ability to provide effective solutions or workarounds and escalate issues with clear analysis and documentation
7. Basic knowledge or experience in Automobile / Mobility IT support is an asset
8. Strong interest in digital enablement, knowledge management, automation, and AI-supported ITSM