Service Desk Team Lead

Job description

Seniority Level: # Ownership Brewing the world’s most loved beers and building brands consumers love, AB InBev is where ownership, ambition, and action thrive. Our portfolio of iconic brands includes global classics like Stella Artois and Corona, and well-known favorites such as Samson, Leffe, and Hoegaarden. We empower you to dream big, lead change, and create a long-lasting legacy. We value relentless problem-solvers who take accountability, embrace challenges, and turn bold goals into results through resilience and hard work. That’s Who We Are: Come and OWN IT. As a Service Desk Team Lead, you will: Lead the internal Service Desk team, ensuring operational excellence while driving service transformation, continuous improvement, and adoption of AI-enabled ways of working. This role combines people leadership, stakeholder management, data-driven decision-making, and service delivery oversight to deliver an exceptional end-user experience across the organization. What will you be doing? • Lead, coach, and develop a team of Service Desk Specialists, fostering a high-performance culture focused on customer experience, accountability, and continuous improvement. • Provide ongoing coaching, feedback, and development opportunities to support team growth and performance. • Drive operational excellence across Service Desk operations and act as the escalation point for complex issues. • Lead service transformation initiatives, including AI-driven solutions, automation opportunities, and change management activities. • Monitor and report on key service metrics such as CSAT, ticket volumes, first-contact resolution, missed calls, and resolution times. • Analyze operational data to identify trends, drive improvements, and enhance service performance. • Apply Agile and continuous improvement methodologies to improve service quality and team effectiveness. What you will bring : • 2-5 years of people leadership experience within a Service Desk, IT Support, or Technical Support environment. • Fluent English but Dutch, French, or German is an advantage. • Proven ability to lead, motivate, and develop teams while managing performance and engagement. • Understanding of ITIL practices; experience with Agile, Scrum, KCS, Microsoft 365, Azure, Entra ID, and Active Directory is beneficial. • Experience managing operational escalations and service performance. • Strong analytical skills with the ability to interpret data and drive service improvements. • Excellent stakeholder management, communication, and problem-solving skills. • Customer-focused mindset with a passion for service excellence. • Openness to AI technologies and supporting teams through digital transformation. What's in it for you? • Benefits for you and your family to support physical and mental wellbeing • Competitive parental leave and pension contribution (2.5%) • 25 days annual leave • Employee wellbeing benefits • Beer allowance to enjoy our brands • Meal vouchers • Global Bonus • 26 weeks paid leave for mothers Build your career with us We recruit for mindset, ambition, cultural fit, and growth potential. UNIQUE CULTURE We are proud to be part of something bigger than ourselves and passionate about building on our company’s long-standing legacy. BRANDS EVERYONE LOVES We are the proud makers of more than 500 iconic brands. GROWTH OPPORTUNITIES Our people grow at the pace of their talent. #LI-ABIZoneEUR