Team Lead - Service Desk

Become Team Lead Service Desk at Heerema and power the tech behind the world’s largest crane vessels.

A unique maritime adventure

Your role in the story

At Heerema Marine Contractors, we command the world's largest crane vessels, turning the ocean into our playground as we transport, install, and dismantle record breaking structures for the offshore energy world. We are seeking a proactive and experienced Team Lead – Service Desk to oversee the daily operations of our IT service desk team. This role is responsible for ensuring high-quality technical support, managing team performance, and driving service excellence. The ideal candidate will combine strong technical knowledge with leadership skills to guide the team, modernize and improve service delivery supporting our users worldwide for the group off-shore and on-shore.

If you thrive in environments where you can both lead and improve processes with making the impossible possible, this role is tailored for you. You should be someone who doesn't shy away from solving problems in a pressurized environment. If you're passionate about driving service excellence through personal involvement, mentoring peers, and pushing the boundaries, then this position is your calling. Embrace this opportunity if you're ready to lead by example, innovate, and ensure our IT support is not just functional but exemplary.

Key Responsibilities

• Lead and manage the service desk team, including scheduling, staffing and professional development.
• Drive continuous improvement initiatives to enhance user satisfaction and operational efficiency.
• Monitor and ensure timely resolution of incidents and service requests in line with SLAs.
• Act as the primary escalation point for complex, VIP or high-priority issues.
• Analyze service desk metrics and identify trends and areas for improvement.
• Develop and maintain documentation, including standard operating procedures and knowledge base articles.
• Collaborate with other IT teams and departments to ensure seamless support and service integration.
• Ensure compliance with IT policies, procedures, and security standards.

Education: HBO

• 5+ years of experience in IT support or service desk roles, with at least 2 years in a supervisory or team lead position.
• Experience with ITSM tool Topdesk
• Strong understanding of ITIL practices and service management principles including shift left
• Excellent troubleshooting and problem-solving skills.
• Strong communication, leadership, and interpersonal skills:
  • Customer service orientated
  • Time management and prioritization
  • Adaptability and resilience
• You bring enthusiasm and positivity to your team as well as the end-users and make sure everyday people are energetic and proud to work for Heerema
• Willingness to travel to foreign offices, HFG Flushing and HES in Delft. A driver’s license is a prerequisite.

A unique maritime adventure

At Heerema Marine Contractors, we make the impossible possible offshore. We operate the world’s largest crane vessels and with them we install wind turbines, remove retired offshore oil and gas platforms, and install platforms up to 50,000 metric tons, all while focusing on sustainability and reducing our impact on the planet. Our people have a learning mindset, are curious and take ownership of their own work and development. We would love to welcome you to our community of proud and passionate colleagues!

Here's why people love working with us

• Working on innovative and challenging projects;
• Strong compensation and benefits package, including a bonus system
• Free access to our in-house gym, including fitness classes;
• Activities to socialize with colleagues outside your team, such as our Friday-afternoon get together;
• 30 days off to fully recharge;
• A modern and easily accessible office in Leiden.

Are you ready to make the impossible possible?

If you feel that you can help us make the impossible possible, you are welcome to send us an open application.

#Makingtheimpossiblepossible