Head of Support

Summary

Join Peripass, a fast-growing logistics SaaS scale-up, as their Head of Support and lead their Service Delivery team to new heights. You will play a key role in a company where people, product, and customer experience are paramount. As Head of Support, you will lead and grow a team of support specialists and service engineers, ensuring smooth operations and continuous improvement. You will leverage your technical expertise and leadership skills to connect customers, internal teams, and external partners. This is a key leadership position offering flexibility to work from Ghent HQ or remotely, with a competitive salary and benefits package.

Requirements

• A proven track record leading support teams in a tech environment
• IT service management frameworks like ITIL are familiar territory for you
• You’re technically hands-on with deep expertise in networks, firewalls, and IT security
• You have practical experience within an IT organisation and a strong understanding of support processes
• You're comfortable working with tools and platforms such as Microsoft 365, Microsoft Intune, and Microsoft Entra ID
• You understand both software and hardware integrations
• You hold a bachelor’s degree in System/Network Engineering, Computer Science or equivalent through experience

Responsibilities

• Lead, coach and grow our support specialists and service engineers
• Act as the internal expert on everything related to networking, firewalls and IT security
• Continuously improve our support methodologies, leveraging best practices and frameworks such as ITIL
• Connect the dots between support insights and product development by working closely with Product & Engineering
• Identify and implement better tools and processes that support our growing business
• Own the documentation and coordination with hardware vendors, integration partners, and third-party service providers
• Manage the capacity planning, KPIs and lead our configuration and asset management program
• Oversee and coordinate our internal IT partner to ensure a smooth and secure internal IT environment

Preferred Qualifications

• Have experience in the logistics or supply chain sector
• Worked with hybrid SaaS + hardware product environments

Benefits

• A key leadership position in a growing SaaS company with a physical product component
• You’ll shape the future of our support operations and be part of our management team
• Flexibility to work from our HQ in Ghent or partially remote
• A competitive salary package with benefits tailored to your experience and expectations