IT SERVICE MANAGER (CON INGLESE)
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
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