IT Support Manager
3 weken geleden
Job Summary
We are seeking an experienced IT Support Manager to join our Global Business Services team at Wolters Kluwer. As a key member of our Workplace Technology team, you will be responsible for leading and managing a team of professional support employees in a global organization.
Key Responsibilities
- Direct and manage a team of individual contributors to deliver a secure, productive, and reliable end-user environment.
- Solve user incidents and fulfill requests within designated SLAs with high user satisfaction.
- Manage service delivery from multiple vendors.
- Proactively address issues prior to incidents occurring.
- Gather feedback from users and incorporate insights into the end-user roadmap.
- Drive resolution of critical user issues by partnering with various departments within Wolters Kluwer, as needed.
- Experience working with hardware, software, and services vendors.
- Accountable for the performance and results of a department or area by ensuring that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
- Work with business stakeholders (BRMs) to provide project status and discuss key topics.
- Experience on the following topics and technology: Office 365, Windows and MAC operating systems, Service Now, Active Directory, disaster recovery plans, antivirus, and print servers.
- Following latest technology trends related to Workplace Technology Services and adjacent technology.
Requirements
- Bachelor's degree in computer science or related experience.
- 10+ years combined experience in managing business relationships and delivering IT services.
- Relevant experience (at least 7 years) in managing complex IT landscapes and IT teams.
- Strong leadership, management, and communication skills, with the ability to motivate, inspire, and develop a high-performing team.
- Excellent problem-solving, analytical, and troubleshooting skills, with the ability to handle complex and ambiguous situations.
- Customer-focused, service-oriented, and collaborative mindset, with the ability to build and maintain positive relationships with end-users, stakeholders, and vendors.
- Fluency in English is required, other languages are a plus.
What We Offer
Wolters Kluwer offers a full-time job (36 hours) in an international and inspiring environment. You will be part of a diverse, global workforce and join the GBS business unit at Wolters Kluwer. Primary office will be at our HQ in Alphen aan den Rijn.
We offer a great compensation package including bonus, a laptop/smartphone, a generous contribution to your pension, and outstanding international career opportunities. Furthermore, the opportunity to work remotely, allowances for commuting and working from home, equipment to support working from home including a laptop, screens, desk, and chair.
Did you know that we have been recognized as Dutch Top Employer for the sixth consecutive year and that we received recognition for our gender equality in 2023? For more information about our solutions and organization, visit, follow us on Twitter, Facebook, LinkedIn, and YouTube.
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