Remote/Hybrid options available - EMEA travel required
The successful candidate will play a pivotal role in managing a fast-paced Shared Services IT Infrastructure operation across EMEA. This is a highly visible position within the organization - one that requires both technical expertise and strong people leadership.
You will directly oversee local support team leaders and their teams across multiple EMEA branch offices, ensuring consistent service excellence while driving best practices and process standardization across regions.
The role involves regular and sometimes significant travel within EMEA and offers the opportunity to make a tangible impact in shaping a future-proof Service Desk and Infrastructure landscape.
Key Responsibilities
Lead and develop regional IT support teams across multiple EMEA sites.
Take ownership of:
ITSM (ServiceNow) - process ownership and optimization
Infrastructure Monitoring Escalation (SolarWinds)
Desktop/Software Deployment (SCCM)
Client Patching Operations & local SecOps
Establish and refine supporting processes to future-proof the EMEA Service Desk model.
Ensure Service-Desk best practice and operational excellence across multiple cultures and geographies.
Act as a bridge between business and technology - translating complex environments into clear, actionable solutions.
Key Technical Skills & Experience
Proven experience in Service-Desk Standardization and Best Practice
ServiceNow ITSM (preferred) or similar ITSM tools
SCCM (preferred) or comparable deployment platforms
Vendor/Procurement & Client Management
Client Patch Management and basic SecOps understanding
Windows 10/11 Client Support expertise
Personal Attributes
Experienced in working within truly international teams
Strong soft skills and emotional intelligence
Calm under pressure; resilient in high-intensity situations
Proactive, pragmatic, and solutions-oriented
Outstanding communication skills
Flexible, adaptable, and driven
Ability to explain complex technical issues in clear, business-friendly terms
Infrastructure Support Manager
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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