Team Lead HR Service Desk

Job Title

Job Description

Team Lead HR Service Desk (Hybrid Role)

Role Purpose

The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively contributing to operational case handling. The role combines people leadership, process ownership, and hands-on execution to drive service excellence and alignment with the global HR operating model and processes.

The position operates as a hybrid role (3 days in the office min), with approximately 60–70% focus on team leadership, process alignment, and continuous improvement, and 30–40% on operational case handling and service delivery.

Your department
Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR. 

You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the NA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.
We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery. 

Your main responsibilities cover:

Team Leadership & People Management (Primary Focus)

• Lead, coach, and develop a team of HR Service Agents (2 employees) to deliver high-quality support.
• Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).
• Conduct regular 1:1s, performance reviews, and development planning.
• Foster a high-performance, customer-centric, and continuous improvement culture.
• Act as the first escalation point for complex or sensitive HR cases.
• Support workforce planning, scheduling, and workload distribution.

Service Delivery & Operations

• Deliver HR services in line with defined processes and service level agreements.
• Handle and resolve complex HR cases across the employee lifecycle (hire-to-retire).
• Ensure accuracy, completeness, and compliance in all transactions.
• Provide guidance and support to team members on case handling and policy interpretation.
• Contribute directly to achieving operational targets and service desk performance.

Process Management & Continuous Improvement

• Drive alignment of global processes and local needs within the global HR service delivery model.
• Identify, prioritize, and implement process improvements to increase efficiency and service quality.
• Maintain and continuously improve knowledge base documentation.
• Support the implementation of new tools, systems, and processes.
• Ensure standardization and consistency in ways of working across the team.

Stakeholder Management

• Act as key interface between the HR Service Desk, HR Partners, and Functions (Centers of Expertise).
• Ensure clear and professional communication with internal stakeholders and employees.
• Support change initiatives and effectively communicate updates to the team and stakeholders.

Performance Monitoring & Reporting

• Monitor service performance using relevant metrics and dashboards.
• Analyse trends and identify improvement opportunities based on data and feedback.
• Report on team performance and provide insights to management.

Your profile

You are a successful team lead with proven ability to lead and motivate an operational team with an operational excellence mindset to perform every day better. You are a hands-on leader with a strong operational mindset, capable of driving team performance while maintaining close involvement in service delivery. You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.

Skills & Competencies

• You have a Bachelor's or Master's level of performance.
• Experience in working in an international environment and proven experience of operating within a Service Delivery Model.
• Relevant experience in HR Operations or HR Service Desk environment.
• Strong people leadership and coaching capabilities.

• Experience working within a global or matrix organization is preferred.
• Solid understanding of HR processes and employee lifecycle.
• Customer-focused with a strong service mindset.
• Analytical with the ability to translate data into actionable improvements.
• Strong stakeholder management and communication skills.
• Ability to balance strategic priorities with operational execution.
• Continuous improvement mindset.

Systems & Tools

• Experience with HR systems (e.g., Workday, SAP SuccessFactors or equivalent).
• Experience with case management tools.
• Proficient in Microsoft Office (Excel, PowerPoint, Teams).

Success Measures

• Achievement of service levels and KPIs
• Service quality and accuracy
• Employee and stakeholder satisfaction
• Implementation of process improvements
• Team engagement and development