Head of IT Operations

The Hague and/or Utrecht, Netherlands
32 - 40 hours
€ 4,500 - € 6,000
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The Head of IT Operations will be responsible for leading the day-to-day management of IT support functions and ensuring smooth, efficient service for all employees. This role involves management of the Jira ticketing system, overseeing user support for Microsoft Office 365, and driving improvements in service delivery. The ideal candidate is a proactive problem solver with a strong background in IT support, excellent people management skills, and a passion for optimizing user experience. 

Key Responsibilities 

Service Desk Management

  • Lead and manage the internal service desk team (consisting of 1-3 people) to provide exceptional IT support to approximately 500 employees. 
  • Oversee the operation of the Jira ticketing system, ensuring tickets are logged, prioritized, and resolved efficiently according to established SLAs. 
  • Develop and implement service desk processes, best practices, and performance metrics to enhance support quality and response times. 

Microsoft Office 365 Administration 

  • Manage the company-wide Microsoft Office 365 environment, including user provisioning, access controls, license management, and security settings. 
  • Implement and maintain Office 365 tools such as Exchange Online, SharePoint, OneDrive, and Teams to support collaboration and productivity. 
  • Monitor and optimize system performance, troubleshoot issues, and ensure high availability and reliability of services. 
  • Manage user onboarding and offboarding processes within Office 365, including account creation, license allocation, and access management. 

Jira Ticketing System Administration 

  • Administer the Jira ticketing system, configuring workflows, automation, and custom fields to streamline IT support processes. 
  • Analyze ticket data to identify trends, recurring issues, and areas for improvement in IT service delivery. 
  • Collaborate with other IT teams to implement enhancements to the Jira system, ensuring it meets the needs of various departments. 

User Training and Documentation 

  • Develop and maintain IT support documentation, including user guides, FAQs, and troubleshooting tips for common Office 365 and system issues. 
  • Conduct training sessions for employees on effective use of Office 365 tools and self-service resources to reduce support requests. 
  • Foster a culture of self-service and knowledge sharing through effective communication of IT resources and support channels. 

Migration and Integration Projects 

  • Lead migration projects to integrate newly acquired companies’ IT environments, focusing on Google Workspace and Microsoft Office 365 to Office 365 migrations. 
  • Develop and execute migration plans, including user data transfer, email migration, and integration of collaboration tools. 
  • Collaborate with stakeholders from acquired entities to ensure a seamless transition, providing clear communication and support throughout the migration process. 
  • Identify and address technical challenges during migrations, ensuring minimal disruption to business operations. 

Strategic Planning and Process Improvement 

  • Develop and execute strategies for IT infrastructure growth and scalability, aligning with the company’s overall business objectives. 
  • Identify opportunities for process automation, cost reduction, and system optimization within IT Operations. 
  • Stay up-to-date with industry trends and emerging technologies to recommend and implement relevant improvements. 

Security and Compliance 

  • Develop and maintain disaster recovery and business continuity plans for critical IT systems. 
  • Partner with the Information Security team to implement robust security measures for Office 365 and other IT systems, including multi-factor authentication, data loss prevention, and regular audits. 
  • Ensure compliance with industry standards and regulations, such as GDPR, SOC 2, and ISO 27001, within the IT Operations function. 

Job requirements

Key Qualifications 

  • Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or relevant certifications (e.g., Microsoft Certified: Enterprise Administrator Expert, ITIL) is a plus. 
  • 3+ years of experience in IT operations management, with a focus on Microsoft Office 365 administration and migration projects. 
  • Knowledge of leading IT teams and managing IT environments, including Jira ticketing systems and cloud productivity platforms. 
  • Hands-on experience with Office 365 migration tools (e.g., BitTitan, PowerShell scripting) and integration of Google Workspace to Office 365. 
  • Strong understanding of IT service management (ITSM) practices, including incident management, change management, and problem management. 
  • Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues. 
  • Strong communication skills, capable of collaborating effectively with cross-functional teams and external stakeholders. 
  • Familiarity with cybersecurity best practices and compliance standards. 

What We Offer: 

  • Excellent pension scheme without personal contribution. 
  • A competitive salary of €4,500 – €6,000 per month, based on experience.
  • Travel allowance. 
  • 26 vacation days with the option to purchase 10 extra days. 
  • Hybrid working with reimbursement for internet costs. 
  • Unlimited access to mental health care via OpenUp. 
  • Sports bar at the office with pinball, pool and darts. 
  • Access to Udemy for continuous personal development 

Spotler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

We kindly request no acquisition or unsolicited offers from recruitment agencies.

How does an application work?

For us, applying is all about finding the right match. We want to make sure that you feel at home with us and that your talents are fully utilised. That is why we have set up a clear, personal and involved application process. How do we approach this?

Step 1: Apply for our vacancy

Your application starts with responding to our vacancy. Let us know why this position suits you and why you are the perfect addition to our team. This will be passed on to the People & Culture department and to the manager of the department you are interested in. Together we will assess whether your profile fits the role and whether we will invite you for the next step.

Step 2: Telephone introduction to People & Culture

If your CV and motivation match what we are looking for, you will be called by someone from our People & Culture team. In this conversation, we will briefly get to know each other and discuss your background, ambitions and expectations. This helps us assess whether there is a potential match and whether you will be invited for the next interview.

Step 3: The second conversation

If the introduction is positive, we will plan a second interview, in which you will meet the team. This interview will take place at one of our offices in The Hague or Utrecht, but can also be held online if that suits you better. During this interview, you will go into more detail about the content of the position, your role within the team and what you can expect. Collegiality is very important to us, so we will ensure that you also get to know several direct colleagues.

Step 4: Assessment of practical assignment

We believe in showing what you can do. For example, if you indicate that you are good at HTML, we ask you to show this. Are you a star in writing? Then we would like to receive a blog from you. For some functions, an assessment or assignment may be part of the process, but this does not apply to all roles. This helps us to get a complete picture of your qualities.

Step 5: Discussing the employment conditions and contract

Are we both enthusiastic? Great! Then we will discuss the salary, the secondary employment conditions and a start date. Everything is recorded in a clear contract.

Good to know: for all our positions we ask you to apply for a Certificate of Good Conduct (in Dutch: Verklaring Omtrent het Gedrag – VOG).

Step 6: Get started with a warm welcome!

You start with us with an extensive induction program. Here you get to know the organization, your colleagues, our core values, customers and stakeholders well. Your manager will guide you in this, so that you can make a flying start. We ensure that you quickly feel at home and have everything you need to be successful.

We look forward to meeting you and embarking on a successful journey together!

Do you have any questions about the application process or the vacancy? Please contact us via hr@spotler.com or call +31 (0)88 – 103 09 00.

Is this vacancy something for you?

Are you enthusiastic about the vacancy? Then make it happen! Apply directly via the form. We will then contact you as soon as possible. We look forward to hearing from you!

Do you have any questions before you apply? Please feel free to contact us via hr@spotler.com.

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