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Head of IT Service Desk - NIBC Bank N.V.

Locatie: Den Haag

NIBC is looking for a manager to head its IT service desk team, named Ask IT!

Job Description:

Why would you want to work for NIBC’s IT service desk?
The IT Service Desk Head oversees the service desk team (a young but maturing team consisting of motivated young adults) and relevant service desk operation, monitors the performance of service delivery, and manages workload to ensure client needs are being met by providing leadership to the service desk team. The IT Service Desk Manager must have the ability to independently manage multiple tasks and projects with competing priorities and deadlines, screen and prioritize tickets as well as internal and external projects and commitments.

The IT Service Desk Manager must be a people-person who can build internal and external relationships, develop and implement process, hold others accountable, and exemplify the overall NIBC culture. Ultimately, this person should be able to ensure high quality technical support, develop the service desk team, and increase client satisfaction.

What will you do?
Provide high-level leadership to the IT service desk team, act as an escalation point for internal employees and external clients. This role has a high level of responsibility and accountability for the successful operation of our IT service desk at both a day to day and holistic perspective. This person will report directly to the Head of IT.

Key Responsibilities:

  • Act as the point of contact for questions from the IT service desk specialists, IT managers and external partners;
  • Act as main responsible manager for IT towards offices outside of the Hague, e.g. London, Amsterdam, Frankfurt;
  • Provide after-hours escalation support as a point of technical, client and internal escalation;
  • Dispatch incoming tickets to IT service desk specialists; managing assignments by workload, skill set and business needs;
  • Ensure timely responses and resolution through monitoring  related KPIs;
  • Ensure proactive and routine communication with (IT) managers, including conversations and any requested reporting data. Continuous follow up with both (IT) managers and the team to identify areas of improvement;
  • Effectively use data, reporting, and system tools to inform immediate operational effectiveness, apparent trends, areas of opportunity, staffing requirements, and general effectiveness and performance of the IT service desk team;

Who are we looking for?

  • 5+ Years of experience leading and managing a team of (IT) specialists
  • Customer-service oriented with a problem-solving aptitude
  • Experience building reports, developing KPI’s, creating policies and procedures
  • Excellent verbal and written communication skills and ability to guide and direct with all levels of employees and management. Natural influencer.
  • Demonstrated business acumen and the ability to work closely with (IT) managers
  • Excellent organization skills and the ability to manage numerous competing priorities
  • Strong attention to detail and an ability to thrive in a dynamic business environment
  • Excellent decision-making and leadership skills with a demonstrated track record of progression and success
  • Ability to work independently with minimal input from management in completing day to day tasks and guiding the service desk team;
  • The ability to develop and maintain relations, alliances and coalitions within and outside the team and to use them in order to obtain information, support and cooperation.
  • Coaching: Encouraging and guiding employees in order to make their performance more effective and to enhance their self-perception and problem solving skills.

Our purpose is to make a difference at decisive moments for our clients. The inventiveness of our solutions often determines our ability to do this. And inventive ideas arise from diverse teams. We are therefore looking for people with different profiles and who want to contribute to the openness and inclusiveness of our culture. To increase our professionalism we also focus on giving each other continuous feedback. A high performance culture can only be sustained with talented individuals who are always ready to take the next step to grow. See also:

What will you get?
NIBC is a relatively small bank with a very dynamic and informal culture. You will have a direct impact on both the bank and its clients. Being the IT Service Desk Manager at NIBC will give you substantial responsibilities, direct exposure to senior management and enable you to understand how the bank works. This is a unique opportunity in which you can best showcase your talents.

Furthermore we nurture our entrepreneurial and inventive culture by providing modern flexible devices and working spaces. You can therefore work where and when you want which improves your performance and work-life balance.

Application/ Further information
Applications can only be submitted via our website. The 'apply' button will take you directly to the Quick Apply page. Here you can upload your CV. The system immediately extracts the necessary information from your CV. Please note that further on in the application form you will have the possibility to upload more documents. Don't forget to add your motivation letter. Instead of a motivation letter you can choose to make a 2-minute video outlining your motivation. An assessment may be part of the application procedure.

For more information about the procedure you may contact the HRInfodesk at For more information about the position please contact our IT recruiter, Firazia van Oort at


Den Haag

Information and application:


Please send your application for Head of IT Service Desk at NIBC Bank N.V. in Den Haag including your CV via our website.

Job posted

17 oktober 2019
Apply Now

More information:

  • For more information about the procedure you may contact the HRInfodesk at
  • For more information about the position please contact our IT recruiter, Firazia van Oort at

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1322 CJ Almere

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Tel: 036 - 7440 136

KvK 32090652
ING Bank NL91INGB065.42.67.456
BTW NL.8106.57.041.B01

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Nienke Smit   Pieter Lammers
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  Pieter Lammers