IT Enterprise Technical Support Manager

JOB PURPOSE

The IT Enterprise Technical Support Manager is a critical role that will be responsible for leading the day-to-day activities of the EMEA IT support teams, in continuous collaboration with the Global and Corporate IT functions.

The role is a transformative, high-visibility role that requires a strong technical leader in addition to a strong people leader that excels in a fast paced and rapidly growing company.

This role will be responsible for direct management and mentoring of both technical support staff and supervisory staff including teams within other EMEA business units.

The candidate is a highly motivated, results-oriented leader who will be focused on leading a team of talented technicians and engineers.

Responsibilities include delivering, maintaining, and supporting all aspects of our internal employee’s end user environment and assigned equipment, ensuring adherence to existing policies and developing guidelines and procedures to improve the effectiveness and efficiency of the team.

• KEY ACCOUNTABILITIES
• Lead teams responsible for supporting internal employees in all end user and facility support functions including primary support, desktop engineering, access management, procurement, communication, and collaboration technologies.
• Proactively identify opportunities to eliminate manual and/or repetitive processes through automation.
• Own and refine related technical support processes and policies, ensuring thorough documentation, consistent auditing, and regular improvement in line with Group Guideline.
• Manage and refine support procedures for all end-user requests, incidents, and escalations in line with ITIL standards and industry best practices, maintaining metrics on tickets, incidents, and team statistics.
• Respond to escalated support tickets and provide incident management and communications at corporate and EMEA level when required.
• Support the IT organization in developing Cyber Security awareness, monitoring and responding to potential Cyber incidents.
• Implement proactive monitoring practice and manage service performance, including all ITSM processes such as incident management, problem management, service requests, change management, etc.
• Develop and maintain service level agreements (SLAs) to deliver IT Service Management services, and publish KPIs for the overall IT Department.
• Oversee IT purchasing and procurement.
• Prepare budgets, forecast IT spending trends for end user equipment, subscription, and software licensing.
• Implement continuous improvement initiatives, adopting best practices and methodologies to drive efficiency, reduce costs, and enhance overall quality of IT services.
• Oversee and promote internal knowledge base.
• Actively engage and lead projects from planning stages to completion in conjunction with project managers.
• Evaluate new hardware and software technologies, determining their value and fit within the organization.
• Develop and maintain effective IT inventory management strategy (processes and tools) to monitor all corporate devices, optimize stock levels, plan purchases, and reduce overall IT costs.
• Assess the technical abilities of direct reports, providing leadership and mentoring to junior and established staff.
• Demonstrate flexibility and readiness to take on new skills and responsibilities as the role evolves with changing technologies and methods.
• Coordinate and collaborate with relevant stakeholders, including technical support teams, department leads, and IT senior leadership regarding activities and operations of the team.
• Directly manage full-time and contract staff across multiple geographies, conducting regular performance appraisals.
• Recruit, assess, and mentor a high-performing team.
• KNOWLEDGE, SKILLS, ABILITIES
• Bachelor’s degree in a STEM field or equivalent experience and certifications.
• At least one industry-related technical certification required (ITIL and CISSP certifications desired).
• 10+ years experience within the IT field including 6+ years in a technical IT supervisory or managerial role.
• 6+ years of hands-on experience as a technical support engineer or in a direct technical support role.
• Demonstrated advancement from entry-level support or engineering into a managerial role within a structured IT support environment.
• Experience implementing methodologies to reduce escalations and drive a proactive self-service model of support.
• Experience with ITSM performance metrics analysis and presenting them as clear KPIs and actionable information.
• Excellent service and vendor management skills, including managing third‑party suppliers and contractors.
• Strong knowledge of technologies including, but not limited to: Office 365, WAN/LAN Technologies, SCCM, VMware, Okta, Mimecast, Windows OS, Active Directory, Power Shell, and awareness of additional software programs and technologies relevant to technical infrastructure environments.
• Experience with mergers and acquisitions.
• Understanding of networking concepts and cybersecurity principles.
• Experience with IT auditing requirements and overall IT compliance, adhering to SOX and PCI Compliance.
• Fluency in English; proficiency in a second language considered a plus (especially Spanish, French, or Dutch).
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