Job
In this role, you lead a team of IT support professionals across the EMEA region, oversee endpoint service delivery, and optimize IT support processes while collaborating closely with service providers and global IT teams.
Job summary
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Job technologies
Your role in the team
- We are looking for an experienced and technically strong IT Endpoint Support Manager - EMEA to lead our regional endpoint and end-user support organization.
- In this role, you will be responsible for leading a team of approximately 15 IT professionals distributed across multiple countries and office locations throughout EMEA.
- You will ensure high-quality, reliable, and efficient IT support for our employees, sales offices, and business operations, working closely with a managed service provider (MSP) and global IT teams.
- You will combine hands-on technical leadership with people management, operational service delivery, and continuous improvement.
- Your responsibilities will cover the full spectrum of end-user support and endpoint services, including workplace devices, hardware and software support, incident and problem management, and support for business events.
- You will act as the regional lead for endpoint support, ensuring consistent service quality, standardized processes, and effective collaboration between regional teams, global IT functions, and external service providers.
- Provide technical leadership across the complete end-user computing and endpoint support environment.
- Ensure reliable support for end-user devices, including laptops, desktops, peripherals, mobile devices, and associated workplace technologies.
- Oversee hardware and software troubleshooting, incident resolution, device lifecycle activities, and endpoint configuration support.
- Act as an escalation point for complex technical issues and critical incidents.
- Ensure consistent support standards, technical procedures, and operational documentation across EMEA.
- Work with global endpoint engineering, workplace services, infrastructure, identity, and security teams to implement and maintain global standards.
- Drive the adoption of standardized solutions, automation, and modern endpoint management practices.
- Manage the operational relationship with the managed service provider responsible for delivering end-user support services.
- Ensure the MSP meets agreed service levels, contractual obligations, and quality expectations.
- Monitor service performance, incident resolution, ticket backlogs, response times, and customer satisfaction.
- Conduct regular operational reviews and service performance meetings with the MSP.
- Drive corrective actions and continuous improvement initiatives where service levels or quality fall below expectations.
- Ensure clear ownership, effective escalation paths, and seamless collaboration between internal IT teams and the MSP.
- Support service reviews, operational governance, and improvement of the overall service delivery model.
- Ensure that outsourced services deliver value, consistency, and a positive end-user experience.
- Ensure effective use of ServiceNow for incident, request, problem, and change management processes within the endpoint support organization.
- Monitor operational performance using ServiceNow dashboards, reports, and KPIs.
- Ensure accurate ticket categorization, prioritization, assignment, documentation, and resolution.
- Drive improvements in ticket quality, first-contact resolution, backlog management, and SLA compliance.
- Collaborate with global IT Service Management teams to align regional operations with global processes and standards.
- Identify opportunities to improve workflows, automate repetitive activities, and enhance the end-user support experience.
- Ensure consistent use of knowledge articles, standard operating procedures, and escalation processes.
- Ensure consistent and high-quality end-user support across approximately 100 offices and business locations throughout EMEA.
- Coordinate local IT support activities across countries, taking regional requirements, time zones, and business needs into account.
- Ensure effective support for sales offices, including day-to-day workplace support and resolution of business-critical IT issues.
- Coordinate IT support for internal and external events, meetings, workshops, and other business activities.
- Ensure appropriate support coverage and readiness for important business events and critical operational periods.
- Coordinate regional resources and external service providers to address local support requirements.
- Identify recurring issues and regional service gaps, and implement sustainable improvements.
- Balance regional business requirements with global IT standards, security policies, and operating procedures.
- Work closely with global IT teams responsible for endpoint engineering, workplace services, infrastructure, cybersecurity, and IT service management.
- Act as the primary regional interface for endpoint support matters within the global IT organization.
- Align regional support operations with global strategies, technical standards, and transformation initiatives.
- Collaborate with local office management, business stakeholders, and other IT functions to understand and address business needs.
- Communicate service performance, operational risks, escalations, and improvement plans to relevant stakeholders.
- Participate in global IT projects, technology rollouts, workplace transformation initiatives, and service improvement programs.
- Ensure effective coordination between regional support teams, global IT functions, and external service providers.
- Define, monitor, and improve operational KPIs, service levels, and end-user satisfaction.
- Establish transparent reporting on team performance, MSP performance, incident trends, ticket volumes, and service quality.
- Identify recurring problems, operational inefficiencies, and opportunities to improve support delivery.
- Drive initiatives to improve productivity, standardization, automation, and cost efficiency.
- Ensure compliance with applicable IT policies, security requirements, and operational procedures.
- Promote a proactive approach to problem management and the prevention of recurring incidents.
Our expectations of you
Qualifications
- Strong technical understanding of end-user computing, endpoint devices, workplace technologies, and IT support operations.
- Solid understanding of ITIL-based service management processes, including incident, request, problem, and change management.
- Strong communication, organizational, and stakeholder management skills.
- Fluency in both written and spoken German and English is mandatory.
Experience
- Several years of experience in IT endpoint support, end-user computing, workplace services, or IT service delivery.
- Proven experience leading technical IT support teams, ideally with approximately 10–20 employees distributed across multiple locations.
- Demonstrated experience managing teams across different countries and geographical locations.
- Experience managing managed service providers, outsourced IT support, or third-party service delivery.
- Practical experience with ServiceNow, particularly incident and request management, reporting, dashboards, and SLA monitoring.
- Experience defining, tracking, and improving operational KPIs and team performance.
- Experience supporting multiple office locations and coordinating regional IT services.
- Experience providing IT support for business-critical activities, sales offices, and corporate events.
- Experience working in a global IT organization with standardized processes and geographically distributed stakeholders.
What we offer
- A responsible leadership position with significant scope to shape and influence regional IT support operations.
- Exciting IT projects and the opportunity to work with modern technologies in a global environment.
- 30 days of annual leave, plus additional special leave days.
- In addition, December 24 and December 31 are granted as paid company holidays.
- 10 days of workation per year, allowing you to work remotely from eligible locations.
- 5-hour workweek with a flexible working time account.
- Flexible and hybrid working arrangements to support a healthy work-life balance.
- Company car, also available for private use.
- Complimentary supplemental health insurance through Allianz, covering benefits such as preventive medical examinations, dental care, vision support, and other healthcare services.
- Comprehensive group accident insurance with coverage extending beyond working hours.
- Wellpass membership, providing access to a wide range of fitness and wellness facilities.
- Option to participate in the JobRad leasing program for bicycles and e-bikes.
- Subsidized company pension scheme.
- Employer contribution towards capital-forming benefits (Vermögenswirksame Leistungen).
- Employee Assistance Program (EAP) offering professional and confidential support services.
- Two modern subsidized company restaurants, including barista coffee bars.
- On-site childcare facilities, including nursery and kindergarten services, available at preferential rates.
Benefits
Work-Life-Integration
Health, fitness & fun
Topics you will work on
Job locations
About your employer
To guide today’s ideas into tomorrow’s technology, Avnet Silica simplifies complexity by providing creative solutions, technology and logistics support. And we supply and deliver for the contract manufacturers and OEMs who need to stock shelves around the globe.
- 2001
- Established Company
- Onsite, Hybrid
- Industry, Production
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