Job Title: On-Site Level II Team LeadLocation: Client Facility in BelgiumJob Level: Team Lead (Mid-Senior Level)Role Overview:The On-Site Level II Team Lead is a leadership position responsible for managing a team of support technicians within a service desk environment. This individual is not only tasked with the oversight of technical incidents but also plays a crucial role in coaching, mentoring, and developing team members.Key Responsibilities:Leadership & Team Management:Oversee the operations of the On-Site Level II support team.Foster an inclusive and collaborative work environment.Conduct regular performance reviews and meetings to monitor progress and provide constructive feedback.Ticket Management & Incident Resolution:Ensure tickets are handled efficiently and effectively.Assist team members with complex technical incidents and ensure resolution of issues related to Windows OS, Microsoft Office, Teams, network connectivity, printers, and mobile devices.Client Support & Implementation:Oversee client implementations, including documentation and access configurations.Provide training to clients to ensure seamless transitions during project launches.Reporting & Communication:Prepare and deliver detailed weekly and monthly reports to clients and internal teams, highlighting performance metrics and outcomes.Build strong relationships with clients to ensure high satisfaction levels and continuous service improvement.Training & Development:Offer ongoing coaching and development opportunities for team members.Support the team in improving their technical expertise and service delivery.Requirements:Extensive technical experience (5+ years) in desktop and mobile device support, with strong troubleshooting and problem-solving capabilities.Leadership experience (3+ years) in managing IT support teams.A deep understanding of operating systems (Windows, macOS) and mobile devices (Android, iOS), as well as Microsoft Office and network infrastructure.Strong communication and interpersonal skills for client and team interactions.Ability to manage projects, client expectations, and support processes effectively.A proactive approach to continuous learning and staying ahead of technology trends.Education & Experience:Degree in Information Technology or a related field, or equivalent experience.Experience in IT support, team leadership, and working within a service desk environment.Knowledge of Active Directory, Citrix, and Office365 tools is a plus.