Manager Local IT Support (Netherlands)

We are Visma 

With Entrepreneurial, responsible, dedicated and inclusive as our core values, we develop and deliver software to small businesses, medium and large enterprises, and the public sector – improving the work-life of millions of people around the world. Our software simplifies and automates complex and manual work processes, empowering people’s everyday lives.

Visma is a collection of entrepreneurial companies, each with their own start-up mentality, personality, and leadership. All our companies have business autonomy and go-to-market freedom – a key ingredient to our growth.

•  #1 in the top 25 Cloud Computing Companies in 2024

• The highest entry ever in the Computable Career Guide of the Best ICT Employers in the Netherlands.

• #23 of the 15,000 most inclusive European companies

What we are looking for

We are seeking a highly motivated and experienced Local Support Manager for the Dutch and Spanish Visma companies to join our dynamic team. Able to work from the location Amersfoort, the Netherlands. The ideal candidate possesses strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service. The role is on a temporary basis, due to absence of the current manager. In case of a successful working relationship we are open to discuss permanent placement within another Visma organization.

Scope and job description

As a Local Support Manager (fluent in Dutch and English), you will be responsible for supervising and guiding a team of Local support agents, ensuring that employee IT issues are resolved promptly and effectively. You will collaborate closely with other departments to identify and address company employees' needs, drive process improvements, and optimize team performance. Additionally, you will play a key role in developing and implementing strategies to enhance the overall employee support experience and achieve organizational goals.

Responsibilities: 

• Lead and motivate the local support team of support agents, specializing in servicing regional company employees with IT hardware and network issues.

• Provide coaching, training, and guidance to support agents to enhance their skills and capabilities.

• Monitor and manage support service performance for both teams, ensuring that customer issues are addressed promptly.

• Collaborate with cross-functional teams to identify and address employee, and customer needs, escalate issues as needed, and drive process improvements in both software and hardware support areas.

• Analyze support metrics and KPIs to identify trends, track performance, and make data-driven decisions to optimize support operations.

• Foster a positive work culture, promoting teamwork, collaboration, and continuous improvement across all support service areas.

• Serve as a point of escalation for employee issues, providing resolution and ensuring employee satisfaction.

• Develop and maintain support documentation, knowledge base articles, and training materials for all support areas and locations.

• Collaborate with the AI team to create and maintain knowledge articles fed to the AI bot, ensuring accurate and up-to-date information is available to customers for self-service support options.

• Stay up-to-date on industry trends, best practices, and technologies related to both software and hardware support and service delivery.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.

• Proven experience in a customer support role, with experience in a leadership or supervisory position.

• Strong leadership, communication, and interpersonal skills.

• Excellent problem-solving abilities and a customer-focused mindset.

• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.

• Proficiency in using support tools and software, such as CRM systems, ticketing systems, and knowledge base platforms.

• Experience with analyzing support metrics and KPIs to drive performance improvements.

• Knowledge of industry best practices and trends in customer support and service delivery.

• Certification in customer service or support management (e.g., ITIL4) is a plus.

• Join our team and play a key role in delivering exceptional customer experiences and driving success for our organization!

• Fluency in English and Dutch

What we have to offer you

• A space to grow personally and professionally, further development within Visma is motivated

• Events to socialize with coworkers (parties and vitality events)

• Access to our wide network and internal expertise centers 

• 28 leave days per year based on full-time employment 

• Hybrid working arrangements (home/ Amersfoort)

• The possibility to make use of your personal WKR-space for your sports membership, ergonomic equipment or any other vitality related reason.

• Pension premium fully paid by us, so there is no deduction on your salary

• WIA-excess and WGA-gap insurance, to stay financially secure in the future 

• Working from home allowance of €2,23 per day

• Travel allowance 

• Annual salary approx. 85K (open for discussion in relation to the seniority of the candidate)

Would you like more information?

• Please contact Tim Tersteeg, Business Partner Recruitment, (tim.tersteeg@visma.com).

An online assessment is part of the hiring process.