15 set - Milano
Technical Hunters
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
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