IT Manager EMEA

Luogo di lavoro: Milano

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 position is a transformative, high-visibility role that requires a strong technical and people leader that excels in a fast paced and rapidly growing company. The professional will be responsible for direct management and mentoring of both 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 employee's end user environment and assigned equipment.An important responsibility of the IT Enterprise Technical Support Manager is to ensure adherence to existing polices and develop guidelines and procedures to improve the effectiveness and efficiency of the team.

Requisiti

• Bachelors degree in a STEM field or the equivalent experience and certifications.
  
• 10+ years experience within the IT field including 6+ years experience 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 in implementing methodologies to reduce escalations and drive a proactive self-service model of support.
  
• Experience with ITSM performance metrics analysis and presenting 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.