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. Individual must demonstrate a strong technical background along with a continuous improvement-focused approach to IT support. Responsible for development and adoption of a self-service model and the continued support and implementation of industry best practices.

The candidate is a highly motivated, results-oriented leader who will be focused on leading a team of talented technicians and engineers. This leadership role includes delivering, maintaining, and supporting all aspects of our internal employee’s end user environment and assigned equipment. An important responsibility of the IT Enterprise Technical Support Manager is to ensure adherence to existing polices and develop guidelines and procedures to improve the effectiveness and efficiency of the team.

KEY ACCOUNTABILITIES

• Leading 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.
• Ownership of related technical support processes and policies. Ensuring that all processes used are thoroughly documented, consistently audited, and regularly improved and in line with the Group Guideline
• Manage and refine support procedures for all end-user requests, incidents, and escalations in line with ITIL standards and industry best practices. This includes 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 and IT Service Management services, and publishing KPIs for the overall IT Department.
• Oversight of IT purchasing and procurement.
• Preparing budgets and forecasting IT spending trends for end user equipment, subscription, and software licensing.
• Continuous Improvement: implement best practices and methodologies to drive efficiency, reduce costs, and enhance the overall quality of IT services.
• Oversight and promotion of internal knowledge base.
• Actively engage and lead projects assigned from planning stages to completion in conjunction with project managers.
• Evaluate new hardware and software technologies and be able to understand and determine their value and fit within the organization.
• Develop and maintain an effective IT inventory management strategy (processes and tools) to monitor all corporate devices (such as laptops, mobile phones, printers, etc.) to optimize stock levels, plan purchases and reduce overall IT costs.
• Ability to assess the technical abilities of your direct reports and provide both leadership and mentoring for both junior and established staff.
• Ability to be flexible and take on new skills and responsibilities as this role evolves with the changing technologies and methods common within the field.
• Coordinating and collaborating with relevant stakeholders, including the technical support teams, department leads, and IT senior leadership on activities and operations of the team.
• Direct management of full time and contract staff across multiple geographies, including conducting regular performance appraisals.
• Recruitment, ongoing assessment, and mentorship of a high-performing team.

KNOWLEDGE, SKILLS, ABILITIES

• Bachelors degree in a STEM field or the 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 experience 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 in 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.
• Display and apply knowledge of technologies including, but not limited to: Office 365, WAN/LAN Technologies, SCCM, VMware, Okta, Mimecast, Windows OS, Active Directory, PowerShell, and an awareness and understanding 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 and adhering to SOX and PCI Compliance.
• Fluency in English, a second language is considered a plus (especially Spanish, French, or Dutch).