IT Support Team Lead (1st/2nd Line)

Nijmegen/Arnhem and/or Amsterdam/Almere40 hours

Who are we?

OCTA Farmacie Groep is a nationwide pharmaceutical organisation with over 900 employees. OCTA comprises pharmaceutical wholesalers, institutional pharmacies, Central Filling hubs and more than 50 community pharmacies across the Netherlands. See also www.octa.nl.


Your role

We are looking for an experienced 1st/2nd-line IT Support Team Lead to join a growing support team. In this role, the candidate will actively participate in day-to-day support activities whilst managing two support staff members. The focus is on structure, quality and predictability: the team lead ensures that the team works in a calmer, more structured and more consistent manner.

The Team Lead works hands-on on tickets, acts as the first point of escalation and, at the same time, is responsible for the day-to-day management of the support team. The role is ideal for someone who enjoys both technology and helping a team run more smoothly.

  • Overall: IT Manager/Head of Support (line manager)
  • Support team:
    Hands-on supervisor for 1st/2nd line support (this role)
    2 support staff for 1st/2nd line support (already in place)


Technical environment

  • Microsoft 365: Exchange Online, SharePoint Online, Teams, OneDrive
  • Workplace: Windows 10/11, Microsoft Intune, endpoint management
  • Identity & Access: Active Directory, Entra ID (Azure AD), group policy, MFA
  • Ticketing: experience with a modern service management system (e.g. TOPdesk, Jira Service Management or Atera)


What will you be doing?

  • Assisting with day-to-day 1st and 2nd line support tasks (approx. 50–60% of the time)
  • Managing and coordinating the two support staff on a day-to-day basis
  • Establishing structure in working methods: ticket handling, prioritisation, follow-up and documentation
  • Coaching and mentoring staff, both in terms of technical expertise and processes
  • Monitoring SLAs, turnaround times and the quality of ticket handling
  • Acting as the point of escalation for more complex incidents and for users
  • Ensuring and further developing processes in accordance with ITIL principles (incident, problem, change)
  • Setting up and maintaining an up-to-date knowledge base and work instructions
  • Reporting on KPIs, the backlog and team performance to the line manager


What do you bring to the role?

  • At least 5 years’ experience in 1st and 2nd line IT support
  • Demonstrable experience in a coordinating or hands-on managerial role (team lead, senior support, hands-on foreman)
  • Proven ability to bring structure to a support team and improve processes
  • Thorough knowledge of Microsoft 365, Windows and Active Directory / Entra ID
  • Experience with ITIL processes (incident, problem, change)
  • Strong at coaching, providing feedback and helping colleagues adapt to new working methods
  • Process-oriented, structured and able to remain calm under pressure
  • Strong communication skills, both with end-users and within the team
  • Excellent command of the Dutch language, both spoken and written
  • You are resident in the Netherlands


Nice to have

  • ITIL 4 Foundation certification
  • Experience with Microsoft Intune and Entra ID at administrator level
  • Experience in setting up or optimising a knowledge base
  • Experience with reports and dashboards from a ticketing system


What do we offer?

  • A full-time role (40 hours)
  • A 12-month contract, with the prospect of a permanent position
  • Hybrid working possible (subject to agreement)
  • A competitive salary commensurate with your knowledge and experience
  • Location: Nijmegen / Arnhem and/or Amsterdam / Almere
  • Pleasant working conditions


How to apply

Interested? Please email your CV and covering letter to Richelle Jansen (Corporate Recruiter) at richelle.jansen@octa.nl. If you have any questions, please feel free to call us on 06 3466 5890.


(We do not welcome unsolicited approaches regarding this vacancy.)