Manager IT Services (RSM BV)

RSM Digitalisation and Innovation Services (RDIS) department is the primary IT and innovation partner within the commercial side of RSM, BV. The aim of RDIS is to support and accelerate the processes of creating, marketing, selling and delivering high-quality education. The IT Services team is part of RDIS and is looking for a new manager.

Job description
We are seeking an experienced and proactive Manager IT Services (RSM BV) to lead our technical support team (front office and back office). The ideal candidate will have a strong background in IT, exceptional leadership skills, a customer-focused mindset and a hands-on mentality.

As Manager IT Services (RSM BV) you will be responsible for overseeing and contributing the day-to-day operations of IT Services (helpdesk), ensuring efficient support services, and contributing to the overall success of the RDIS department.

Your tasks will include:

Team Leadership

• Lead, mentor and motivate the IT Services team
• Foster a positive and collaborative work environment
• Conduct regular performance evaluations and provide constructive feedback
• Encourage continuous learning and professional development within the team

Technical Oversight

• Maintain a deep understanding of IT systems, IT Security, hardware, software and network infrastructure
• Leading all IT Security improvements
• Provide guidance and support to the IT Services team in troubleshooting and resolving technical issues
• Taking on and resolving complex incidents, non-standard changes and technical projects
• Stay informed about emerging technologies and industry best practices

Customer Service

• Ensure the delivery of high-quality customer service to end-users
• Develop and implement strategies to improve customer satisfaction and resolve escalated issues
• Establish and monitor service level agreements (SLAs) to meet organisational goals

Process Improvement

• Identify opportunities for process improvements within IT Services
• Implement and optimise IT Services processes
• Work collaboratively with other RDIS and other IT teams to enhance overall IT service delivery

Communication

• Communicate effectively with team members and other stakeholders
• Provide timely updates to Director IT on IT Services performance and issues

To be successful in this position, you will need to have the following knowledge, expertise or skills:

• Bachelor’s degree in IT, business information management or a related field
• 4+ years of experience in IT support or a helpdesk role, including at least one year of supervisory or managerial experience
• Hands-on, flexible and adaptive attitude
• Technical knowledge of IT systems and support processes (e.g., Microsoft Azure and Microsoft Intune)
• Technical knowledge of IT Security solutions and experience with IT Security frameworks
• Analytical mindset with the ability to use data for decision-making
• Customer-centric focus with a commitment to service excellence
• Strong team management skills
• Excellent communication and interpersonal skills
• Excellent verbal and written communications skills in English, preferable also in Dutch
• Relevant certifications (e.g., ITIL or agile methodologies) are a plus

To perform the job properly, it is necessary that the work is carried out in the office, and that you preferably live in the greater Rotterdam region.

We offer an ambitious, international and dynamic environment, in which we compete with the top business schools in Europe. You will be part of a close, innovation-driven team on a vibrant university campus. Your ambition and personal drive will be greatly valued and we invest in personal development. We make sure you feel good about yourself, that you enjoy your work and that you grow in your profession.

You will also get:

• A salary between € 4000 and € 5200 gross per month on fulltime basis (ex. holiday allowance), based on your education, knowledge and work experience
• 25 holidays and 12 ADV days
• Annual 8% holiday allowance
• Variable end of year performance bonus
• Travel cost reimbursement and working from home allowance
• The opportunity to participate in our collective health insurance
• Access to all facilities on campus
• Participation in our collective pension scheme
• The possibility to travel with NS business card

Rotterdam School of Management, Erasmus University Rotterdam (RSM BV) is one of Europe’s most international and innovative business schools. Its primary focus is to develop business leaders with international careers who can become a force for positive change by carrying their innovative mindset into a sustainable future. RSM BV is privately funded and provides a first-class portfolio of bachelor, master, MBA, PhD and executive programmes with an international team of 100 staff working from the university campus in Rotterdam.

RSM BV offers an environment where the staff is encouraged to embrace change as a challenge in helping the organisation reaching its goals and those of its students. The working atmosphere at RSM BV is informal and communication lines are short. Being an independent and commercial company within the Erasmus University, the situation of RSM BV is sometimes complex and challenging. At the same time the company itself it small enough to maintain personal contacts and be able to have an overview of what’s going on throughout the organisation. The environment is culturally diverse and very international.

RSM BV is located in a pleasant and relatively small office, based at the Erasmus University campus in Rotterdam. It’s a lively environment, with students, staff and different companies and restaurants. The office is easy to reach by public transport as well as by car.

RSM BV is an equal opportunity employer and explicitly encourages applications from candidates of all genders, ethnicities and nationalities. RSM BV values internal mobility; therefore internal candidates are strongly encouraged to apply. For more information, please visit the RSM BV website: www.rsm.nl