Service Desk Coordinator

Your Opportunity as a Service Desk Coordinator

Our software solutions support our 20+ international government clients, including Curaçao, Bonaire, Suriname, Anguilla, and St. Kitts & Nevis, driving the digital transformation of the public sector. As a Service Desk Coordinator, you will lead our dedicated Service Desk Team in Curaçao, ensuring the successful delivery, maintenance, and support of our IT projects.

Our Service Desk serves as a shared service center and presents itself as the central point of contact for our internal and external clients. Our goal is to provide exceptional customer experience by delivering the right technical and operational support at the right time, aligned with our internal OLA’s and external SLA’s. As the Service Desk Coordinator of the team, you will maintain service quality by overseeing team operations and continuously driving improvements.

Your Responsibilities:

• Start each morning with a stand-up meeting to discuss progress and impediments, plan activities, set expectations and assign tasks.

• Define, track and implement service improvements.

• Oversee the team’s time registration and ensure accurate reporting.

• Maintain strong collaboration with IT, working closely with the IT Manager and Service Manager

• Act as the escalation point for issues requiring follow-up, including direct client communication.

• Manage companywide SD communication

• Establish yearly Service Desk planning, based the set unit goals

• Manage, coordinate and monitor project planning and activities.

• Lead the application management of Jira and Confluence.

• Maintain and enhance Service Desk processes.

• Foster a skills-based approach within the Service Desk team to enhance efficiency and expertise.

• Be visible as a Service Desk authority

What we offer:

• Compensation: An excellent gross starting salary between ANG 6,800 and 9,050 per month, with annual growth opportunities (based on experience and full-time employment in Curaçao).

• Vacation days: 23 vacation days, with options to buy or sell 8 additional days annually.

• Holiday pay: 8.33% vacation pay per year.

• Extra compensation: a variable reward equivalent to one month's salary (paid out monthly), and a fixed gross expense allowance of ANG 500,- per month.

• Flexible Work Environment: Hybrid office and work-from-home policy.

• Resources: A company laptop and all necessary IT resources, plus a phone subscription for business and personal use.

• Professional Growth: Access to training and development opportunities, supported by our Talent Development Specialist.

• Blyce Family Culture: A warm, personal atmosphere with opportunities to connect through parties, dinners, and sports team activities.

• Health & Pension: Comprehensive pension scheme and a vitality program to support your well-being.

About Blyce

For over 38 years, Blyce has been dedicated to the digitization of governments and societies worldwide. In more than 20 countries, we help small islands and developing nations transform with technology. We develop innovative software solutions for government services, including taxation, social security, permits, and licenses. These solutions have a significant social impact, improving the daily lives of the people in these regions. Together with our multicultural team of 150+ professionals from Curaçao, the Netherlands, Colombia, and Bonaire, we work with passion and ambition on a mission to drive meaningful change.

What we need from you:

• You have a minimum of 5+ years of work experience in a Service Desk Coordinator role, within an IT company.

• You operate at a higher professional education (HBO) level.

• You speak and write perfect Dutch and English.

• You know the principles of the ITIL methodology.

• You have knowledge of and experience with Agile/Scrum.

• You have affinity with IT and software development.

Key Competencies & Personality Traits:

• Resilient & Adaptable: Ability to manage and prioritize high-pressure situations effectively.

• Goal-Oriented: Strong decision-making skills to set and achieve priorities efficiently.

• Leadership: Ability to guide and motivate a team to achieve high performance.

• Proactive & Assertive: Takes initiative and confidently drives improvements.

• Planning & Organization: Strong ability to keep an overview and structure tasks effectively.

• People & Communication Skills: You have strong interpersonal and communication skills, enabling you to build positive relationships, foster teamwork, and engage effectively with clients, colleagues, and stakeholders.