THE SCOPE

With 30 years of history, Gaming1 is a leading international player in land-based and online gaming (casino, sports betting, poker). As we continue to grow, our IT environment is becoming increasingly complex, supporting both internal teams and multiple business entities across international operations. 

To support this evolution, we are strengthening our IT Support organization with a key role: IT Support Coordinator. 

If you are driven by operational excellence, structure, and continuous improvement, this is your opportunity to shape the future of IT Support at Gaming1. 
 
YOUR ROLE

You won’t just “handle tickets.” 
You will structure, elevate, and scale IT Support operations. 

• Coordinate Support Operations: Ensure efficient day-to-day support, handling complex L2 issues and guiding L1 teams  
  Bring Structure Where It Matters: Standardize practices, define SOPs, and improve consistency across teams and locations  
• Drive Service Quality: Ensure high-quality ticket handling, prioritization, and resolution  
  Optimize Tools & Workflows: Leverage Jira Service Management to streamline processes and automate where relevant  
• Make Performance Visible: Monitor SLAs, KPIs, and service quality, providing actionable insights  
  Act as a Reference Point: Support, coach, and elevate the team through best practices and feedback  
• Bridge Teams: Ensure alignment between IT, business stakeholders, and support teams  
• Continuously Improve: Identify inefficiencies and drive initiatives to enhance user experience and operational performance  
• Support Operational Load When Needed: Actively contribute to ticket resolution during peak periods or team shortages, ensuring service continuity and maintaining SLA commitments 
• Lead by Example in Delivery: Step in hands-on when required to support L1/L2 teams, unblock complex situations, and ensure critical incidents are resolved efficiently 

--> What You Will Change :
Bring structure and standardization to IT Support operations  
Improve service quality and user satisfaction  
Increase visibility and control over support performance  
Help transform IT Support into a scalable, high-performing service organization.

YOUR PROFILE 

• We hire for ownership, structure, and impact. 
• You bring 5+ years of experience in IT Support, with solid exposure to L2 environments  
• You have a strong ability to organize, standardize, and improve processes while keeping a pragmatic mindset  
• You combine technical expertise with a strong service orientation, always aiming to deliver value to users  
• You demonstrate leadership through influence, acting as a reference point and supporting others in growing  
• You are structured, solution-driven, and detail-oriented, with a strong sense of accountability and follow-through  
• You communicate clearly and effectively with both technical and non-technical stakeholders  
• You are driven by continuous improvement, with a natural curiosity and willingness to learn and evolve  

What sets you apart: 

• You have a true service mindset: you take every request seriously, help users with empathy, and know when to escalate to ensure efficiency  
• You value pragmatism over perfection, balancing quality, speed, and business needs  
• You take full ownership, staying engaged until issues are resolved and going the extra mile when needed  
• You thrive in ambiguity, navigating complexity, building relationships, and adapting as the organization evolves 

Your Technical Environment 

• Strong knowledge of Microsoft 365, Windows, Active Directory / Azure AD  
• Experience with endpoint management tools (e.g., Intune)  
• Solid expertise in troubleshooting and incident resolution  
• Strong experience with Jira Service Management (or similar ITSM tools)  
• Familiarity with ITIL practices is a must  

WHAT WE OFFER

As well as having a unique experience - centered around our values of pleasure, team spirit, performance, boldness and integrity - alongside 1,600 employees around the world, we offer:

• the opportunity to contribute to the international development of a family company from Liège
• the chance to take part in a human and entrepreneurial adventure within a solid group
• a friendly work environment that is adapted to reaching optimal performance
• leadership by talents, values, trust and autonomy
• the opportunity to progress and specialize with our internal mobility system
• a competitive salary package with several perks
• The possibility to work remotely up to 50% for a good work-life balance 

THE INTERVIEW PROCESS