IT Enterprise Technical Support Manager EMEA

Role Overview

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. This transformative high-visibility role requires a strong technical and people leader who excels in a fast paced and rapidly growing company.

The professional will directly manage and mentor technical support and supervisory staff, including teams within other EMEA business units. This leadership role includes delivering, maintaining, and supporting all aspects of our internal employees' end‑user environment and assigned equipment. An important responsibility is to ensure adherence to existing policies and develop guidelines and procedures to improve the effectiveness and efficiency of the team.

Responsibilities

• Direct management and mentoring of technical support and supervisory staff across EMEA.
• Delivering, maintaining and supporting internal end‑user environment and equipment.
• Ensuring adherence to policies and developing guidelines to improve team effectiveness and efficiency.
• Driving proactive self‑service support model through implementation of methodologies to reduce escalations.
• Analyzing ITSM performance metrics, presenting clear KPIs and actionable information.
• Managing vendor relationships, third‑party suppliers and contractors.

Qualifications

• Bachelor’s degree in a STEM field or equivalent experience and certifications.
• 10 years of 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.
• At least one industry‑related technical certification required (ITIL and CISSP certifications desired).
• Experience implementing methodologies to reduce escalations and develop a proactive self‑service model.
• Experience with ITSM performance metrics analysis and communicating them as clear KPIs and actionable information.
• Excellent service and vendor management skills, including managing third‑party suppliers and contractors.
• Fluency in English; a second language is considered a plus (especially Spanish, French or Dutch).

Employment Type

Full Time

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