IT Support Manager

IT Support Manager

( Znuny , Windows , first level support )

We are searching for an IT Support Manager who will be responsible for ensuring the smooth operation of all IT support services within the organization.


This role focuses on managing first-level support, device management, procurement, and the efficient handling of our ticketing system.

Profile:

, Minimum 5 years of experience in IT support, specifically in managing helpdesk operations and device management.
, Proven ability in managing ticketing systems, especially Znuny, including customization and optimization.
, Outstanding organizational and leadership abilities; adept at managing a team that delivers timely and effective support to end-users.
, Exceptional communication skills, with proficiency in articulating technical issues and solutions to both technical and non-technical staff.
, Strong knowledge of IT procurement processes and vendor management.
, Experience with deploying and managing end-user devices including PCs, laptops, mobile phones, and other peripherals.
, Familiarity with data protection laws and compliance requirements within a technical support context.

Areas of Responsibility:

Device Management:
Overseeing the deployment, maintenance, and troubleshooting of end-user devices and related hardware.
Implementing policies for the effective lifecycle management of all IT assets.

Procurement and Contracts:
Central purchasing with a focus on standardizing the IT portfolio.
Managing contracts and partnerships with vendors to ensure favorable terms and reliable supply of IT products and services.
Service and Support: Overseeing ticket management systems, primarily Znuny, with software customization to meet the needs of the organization.
Managing helpdesk operations, ensuring timely resolution of issues and high levels of user satisfaction.

User Training and Documentation:
Developing and providing training materials and sessions for users to ensure effective use of IT equipment and software.
Creating and maintaining comprehensive documentation of support procedures and system configurations.

Candidates must speak both German & English
Remote working is available however you must be based in Germany