Support and Operations Manager

VIB (Vlaams Instituut voor Biotechnologie) is an entrepreneurial non-profit research institute, with a clear focus on ground-breaking strategic basic research in life sciences and operates in close partnership with the five universities in Flanders.

VIB’s ICT department is a business partner to the organization of VIB and focuses on 

• Rolling out the rules on how someone can use VIB’s technology and data, and what someone can use it for;
• Creating, integrating, and maintaining applications, developing, securing, and storing data belonging to VIB, and assisting in the use of software and data management; and
• Managing, maintaining, and upgrading the hardware components, network, and all other equipment necessary to make the ICT system function according to the needs.

To reinforce our ICT team, VIB in Ghent is looking for a solution-oriented Support and Operations Manager.

As a Support and Operations Manager, you will lead, coach, and manage a team of support engineers in their day-to-day operations. You will continue to develop the services’ portfolio, making sure that the support is delivered in a uniform way with the intention to act, together with your team, as a true business partner to the VIB organization. You will report to the ICT Director of VIB.

As a Support and Operations Manager, you will

• Manage the day-to-day operations of the support and operations department, the team, and the different stakeholders making use of the delivered services;
• Develop and monitor KPIs and SLAs for the delivered services;
• Design, develop, implement, maintain, and coordinate ITIL-based processes, policies and procedures;
• Continuously improve the way of working within the support and operations department;
• Identify and manage external vendors in the delivery of the contracted work;
• Manage your team by recruiting, training, and coaching team members, communicating job expectations and appraising their performance; and
• Identify problematic areas and propose strategic solutions in time.

• Several years of experience in managing a support and operations department or service desk with multiple team members;
• Good general Microsoft-oriented ICT knowledge;
• Good ITIL knowledge;
• Good leadership, communication and presentation skills;
• Analytical minded, fast learner and problem solver;
• Solution-oriented;
• Fluent in Dutch and English; and
• Master's degree or equivalent by experience.

• An open-ended contract;
• Competitive package, based on experience and expertise, and benefits;
• An innovative, challenging, and international working environment in the lager life-sciences network of VIB;
• Opportunities for personal development; and
• Workplace is located at VIB headquarters in Ghent. Possibility of homeworking, with a balance between working from a remote location and the office.

If you are interested in this challenging and rewarding opportunity, please submit your application online, including CV and letter of motivation.