IT Support Coordinator

Gaming1

Liege, Belgium

THE SCOPE

If you are driven by operational excellence, structure, and continuous improvement, this is your opportunity to shape the future of IT Support at Gaming1.

YOUR ROLE

You won’t just “handle tickets.”

You will structure, elevate, and scale IT Support operations.

Coordinate Support Operations: Ensure efficient day-to-day support, handling complex L2 issues and guiding L1 teams
Bring Structure Where It Matters: Standardize practices, define SOPs, and improve consistency across teams and locations
Drive Service Quality: Ensure high-quality ticket handling, prioritization, and resolution
Optimize Tools & Workflows: Leverage Jira Service Management to streamline processes and automate where relevant
Make Performance Visible: Monitor SLAs, KPIs, and service quality, providing actionable insights
Act as a Reference Point: Support, coach, and elevate the team through best practices and feedback
Bridge Teams: Ensure alignment between IT, business stakeholders, and support teams
Continuously Improve: Identify inefficiencies and drive initiatives to enhance user experience and operational performance
Support Operational Load When Needed: Actively contribute to ticket resolution during peak periods or team shortages, ensuring service continuity and maintaining SLA commitments
Lead by Example in Delivery: Step in hands-on when required to support L1/L2 teams, unblock complex situations, and ensure critical incidents are resolved efficiently

--> What You Will Change:

Bring structure and standardization to IT Support operations
Improve service quality and user satisfaction
Increase visibility and control over support performance
Help transform IT Support into a scalable, high-performing service organization.

YOUR PROFILE

We hire for ownership, structure, and impact.
You bring 5+ years of experience in IT Support, with solid exposure to L2 environments
You have a strong ability to organize, standardize, and improve processes while keeping a pragmatic mindset
You combine technical expertise with a strong service orientation, always aiming to deliver value to users
You demonstrate leadership through influence, acting as a reference point and supporting others in growing
You are structured, solution-driven, and detail-oriented, with a strong sense of accountability and follow-through
You communicate clearly and effectively with both technical and non-technical stakeholders
You are driven by continuous improvement, with a natural curiosity and willingness to learn and evolve

What sets you apart:

You have a true service mindset: you take every request seriously, help users with empathy, and know when to escalate to ensure efficiency
You value pragmatism over perfection, balancing quality, speed, and business needs
You take full ownership, staying engaged until issues are resolved and going the extra mile when needed
You thrive in ambiguity, navigating complexity, building relationships, and adapting as the organization evolves