Software Technical Support Manager
Pubblicato il 18-09-2026 - Berlin Packaging Group in Italia
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. 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 mana