IT Manager EMEA

Overview

In this role you lead the EMEA IT support teams within a fast-growing company, collaborating closely with Global and Corporate IT to deliver a robust end-user environment. You drive policy adherence, establish guidelines, and mentor technical and supervisory staff across regions. You will enhance service delivery, reduce escalations, and promote a proactive self-service support model. This high-visibility position offers shaping IT support at scale while aligning with the company's transformation and global objectives.

Responsabilità

• Lead day-to-day operations of the EMEA IT support teams and coordinate with Global and Corporate IT
• Mentor and manage technical and supervisory staff across multiple business units
• Ensure end-user environment and equipment support is delivered, maintained, and compliant with policies
• Develop and implement guidelines and procedures to improve efficiency and effectiveness
• Drive ITSM performance metrics and present KPIs to stakeholders
• Advance a proactive self-service model to reduce escalations
• Manage vendor relationships and contract performance with third-party suppliers
• Collaborate cross-functionally to support IT policy adoption and process improvements

Requisiti fondamentali

• 10+ years in IT
• 6+ years in a technical supervisory/managerial role
• 6+ years hands-on experience in technical support
• Bachelor in STEM
• At least one industry-related certification (ITIL and CISSP desired)
• Experience implementing methods to reduce escalations and promote proactive self-service
• Experience with ITSM metrics and KPI reporting
• Excellent service and vendor management skills
• Fluency in English; second language (Spanish, French, Dutch) a plus
• leadership and people management
• collaboration and cross-functional teamwork
• strong communication
• ITSM
• end-user support management
• policy and procedure development