Gentis SA

As a Freelance Service Desk Coordinator, you will lead and optimize 1st and 2nd line support operations over a 3–6 month mission based in Belgium.<ul class="PlaygroundEditorTheme__ul"><li class="PlaygroundEditorTheme__listItem" value="1">Coordinate and streamline support activities across multiple teams and suppliers, focusing on both organization and continuous improvement of helpdesk processes.</li><li class="PlaygroundEditorTheme__listItem" value="2">Oversee incident and ticket management using Jira Service Management and ensure that dashboards and KPIs are set up and monitored, leveraging Excel for data collection and reporting. Power BI experience is a plus for advanced analytics.</li><li class="PlaygroundEditorTheme__listItem" value="3">Work closely with internal technology teams—such as infrastructure and software development—as well as external legal clients, ensuring smooth and effective communication.</li><li class="PlaygroundEditorTheme__listItem" value="4">Assess and help to renegotiate supplier contracts, supporting procurement and contract management initiatives. Apply your understanding of legal practices to support structured supplier evaluations.</li><li class="PlaygroundEditorTheme__listItem" value="5">Analyze performance data to identify trends and recommend actionable process improvements aimed at enhancing SLA/KPI tracking and reporting.</li><li class="PlaygroundEditorTheme__listItem" value="6">Drive better coordination between 1st and 2nd line support teams and foster alignment in multi-stakeholder environments.</li></ul>The primary objective of this role is to simplify, structure, and improve support operations for higher service quality and efficiency. A strong grasp of leadership, stakeholder management, business process optimization, and legal support environments is expected.

Helpdesk Support

IT Support & Operations

Quality Management

Project & Product Management

Contract Negotiation

Contract Management

Legal & Tax

English

We are looking for candidates who thrive on organizing and elevating IT support environments, bringing both structure and fresh perspective to team collaboration. The ideal person for this mission is hands-on, detail-oriented, and genuinely passionate about process improvement and performance visualization.<ul class="PlaygroundEditorTheme__ul"><li class="PlaygroundEditorTheme__listItem" value="1">Natural leaders, able to coordinate multiple support teams and foster alignment among diverse stakeholders—internal IT, external suppliers, and legal clients.</li><li class="PlaygroundEditorTheme__listItem" value="2">Experienced communicators who can translate technical issues into clear updates for legal professionals and other non-technical partners, ensuring that everyone remains informed and engaged.</li><li class="PlaygroundEditorTheme__listItem" value="3">Data-driven organizers skilled with Jira Service Management, Microsoft Excel, and (ideally) Power BI—comfortable setting up dashboards, tracking KPIs, and using data to identify trends and inspire change.</li><li class="PlaygroundEditorTheme__listItem" value="4">Process improvers with a history of streamlining support workflows and introducing best practices, driving tangible advances in service quality and efficiency.</li><li class="PlaygroundEditorTheme__listItem" value="5">Stakeholder-focused problem solvers who handle complexity with composure, proactively working to bridge gaps between teams and ensuring that performance objectives and SLAs are met.</li><li class="PlaygroundEditorTheme__listItem" value="6">Contract-savvy evaluators—those with experience in supplier assessment or renegotiation can add significant value by strengthening vendor relationships and optimizing service agreements.</li><li class="PlaygroundEditorTheme__listItem" value="7">Comfort in a freelance, mission-driven context is essential; we value professionals who are self-motivated and can quickly gain trust within a multi-team environment.</li></ul>We appreciate candidates with a background in legal or contract management settings, who can bring a meticulous approach and keen understanding of the nuances of supporting legal professionals. Success in this role comes from marrying strong interpersonal skills with operational rigor—making IT support clearer, smoother, and more effective for everyone involved.

By submitting your email address, CV, and any other personal information, you consent to such information being collected, held, used and disclosed in accordance with our privacy policy  : [https://www.gentis.com/en/privacy-policy](https://www.gentis.com/en/privacy-policy) 

Privacy Policy

Gentis

Leadership

Jira Administration

Microsoft Excel

Power BI

Business Process Optimization

Procurement Contract Management

Stakeholder Management

Legal Practice

Freelance Service Desk Coordinator (3–6 month mission)

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Freelance Service Desk Coordinator (3–6 month mission)

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