Help Desk Team Leader

Who are you?

As a team leader, you are the linchpin of our IT support organization. You manage a team of approximately six professionals on a daily basis and deploy your staff in the most effective way possible to achieve the highest possible service levels and customer satisfaction. Thanks to your level of expertise, you can provide your team with guidance and support and effectively interpret even the most complex requests. You also know how to translate this into clear and transparent communication for the end user. In addition, you serve as a source of support and a mentor for your team, and you know how to positively motivate and coach them so that the team as a whole reaches a new level. Do you always see opportunities to improve, even in a complex environment, and do you know how to bring your colleagues along with you? Then you’re a perfect fit for our team!

What do you bring to the table?

You are customer-friendly and a true team player. You communicate clearly and work with precision; you are proactive and able to handle stress well. You have a college-level education and at least two years of work experience in a similar role. Your command of Dutch and English is excellent, and you’re comfortable working with Microsoft and TOPdesk applications. You have knowledge of best practices and theoretical models for Service Management, such as ITIL. For our customers and partners, you are the face of our help desk operations. You possess the skills to make your work a success. You have flair, build relationships easily, and have the ability to articulate complex matters clearly. You excel at planning and organizing your work and are decisive. You are able to identify the underlying issue and build goodwill with our stakeholders. You have a keen sense of political and administrative dynamics and always strive for a high-quality outcome for the user, while also safeguarding the interests of IT services. In doing so, you seek the right balance and maintain a proactive attitude.

What will you be doing?

The help desk is responsible for customer support and managing processes related to all services provided by the I&A department; this includes the delivery of IT infrastructure services, functional management, and generic services such as telephony, printing, and workplace facilities. Your focus is on internal customers, and your goal is to ensure the best possible alignment between our service offerings and the needs of the academies. You are the link between the business (academies) and IT. You understand the needs of the business, provide standard services when possible, and deliver customized solutions when necessary. You do this in close consultation with your colleagues who manage the services and oversee the suppliers.

Who are we?

The Amsterdam University of the Arts (AHK) comprises the Breitner Academy, the Academy of Architecture, the Conservatorium van Amsterdam, the Netherlands Film Academy, the Reinwardt Academy, and the Academy of Theatre and Dance. Through a wide range of specialized higher professional education programs at the bachelor’s and master’s levels, the AHK prepares students for careers in the national and international fields of art, culture, and heritage. Within the AHK, support services are centrally housed in the Service Bureau, which consists of the departments of Corporate Control, Central Administration and Procurement, Information Technology and Automation (I&A), Facilities and Management, Human Resources, and Education, Research, and Communication.

The I&A department consists of approximately thirty employees, divided into technical and functional IT professionals. The team is close-knit, open, informal, and dedicated. We help each other out when needed, and there is plenty of freedom to organize your own work. We collaborate (within projects) on large (complex) enterprise solutions.

What do we offer?

Terms of employment in accordance with the collective bargaining agreement for higher professional education (CAO-HBO), including an end-of-year bonus of 8.3%, an ABP pension plan, a generous vacation policy, travel expense reimbursement, and opportunities for further education and professional development.

Inquiries and Applications

Applications, including a cover letter and resume, may be submitted by email by March 1 to Arian Prins, Head of I&A, at vacature-sb@ahk.nl. For further information about this position, please contact Arian Prins at arian.prins@ahk.nl or vacature-sb@ahk.nl. If you are selected as our new colleague, we will require a Certificate of Good Conduct (VOG) upon your start date.