Infrastructure Support Manager (ITIL, Business Development, Customer Service)

Role overview

Responsibilities

• Monitor service delivery and ensure systems, methods, and procedures are followed.
• Plan workforce needs and manage recruitment, selection, assessment, onboarding, and transitions.
• Manage IT risks and recommend mitigations to the Head of IT; follow TIS and EUX global policies.
• Coordinate client communications and business development, and align IT support with business and client strategies.
• Coordinate local site projects and participate in global IT initiatives as needed.
• Escalate help desk issues, provide on-site second-level and hands-on support, and liaise with internal service lines and third-party vendors.
• Assist with site IT planning, forecasting, application enhancements, and local application support.
• Improve service quality and customer satisfaction; resolve problems and respond to outages as needed.
• Coordinate security and compliance remediation, oversee local IT support, manage stakeholders, and align IT budget figures with local finance.

Requirements

• Strong understanding of information technology trends, products, and solutions.
• Experience maintaining high-performing service desk, desktop support, and second-line technician functions.
• Knowledge of business development and identifying and developing customer opportunities.
• Customer-focused, with commitment to satisfaction and business value; excellent communication, negotiation, and service orientation.
• Willingness to travel when required; ability to multitask and think outside the box.
• Fluent spoken and written English.