As an End-User Support Cluster Manager, you lead the IT support team in the North Europe cluster to ensure that IT support needs are met efficiently and effectively.

Your missions will be:

Support :

• Organize IT support activities and ensure that issues are resolved within the specified timeframes


• Analyze support request trends and propose improvements to reduce IT problems and downtime


• Manage IT assets within your cluster (equipment and contracts)


• Validate consistency and adherence to standards

Project : 

• Coordinate assigned projects in collaboration with stakeholders, while following the methodology


• Regularly communicate and work closely with stakeholders to ensure successful project execution


• Ensure that project operation documents enable support

Infrastructure : 

• Ensure the operational condition of local infrastructures


• Propose and implement infrastructure upgrade plans and budget tracking in collaboration with Business Relationship Managers


• Ensure the security of IT data and infrastructure within your cluster

Customer Service : 

• Organize change management and tool adoption for users


• Maintain close communication with local business and various Business Relationship Managers


• Monitor performance indicators as defined by the department. 

Security and CSR : 

• Enforce and promote company rules and policies


• Inspire, motivate, and unite teams around security practices


• Lead by example

Management :

• Create and/or establish the necessary conditions to motivate the team:
  > Foster a climate of enduring trust
  > Communicate regularly and respectfully with each team member (collective and individual times)
  > Give meaning to the team's work (vision, objectives, indicators, priorities)
  > Ensure equitable distribution of work among team members
  > Ensure the development of each team member :
  > Ensure smooth integration
  > Define the work framework and associated expectations
  > Provide regular feedback on each individual's work (positive feedback and areas for improvement)


• Continuously assess:
  > that each team member has the necessary skills for their role, for example, by proposing internal and/or external training actions, mandatory refreshers, …
  > Participate in a development plan tailored to the needs of each team member, for example, by delegating tasks or involving them in new projects…


• Encourage each team member to propose new ideas and imagine solutions


• Uphold company rules (security, labor laws, internal regulations, collective agreements, team code of conduct, values, and ethics) and ensure compliance


• Provide guidance and participate in the implementation of disciplinary measures

This position can be based in the UK or the Netherlands.

Required profile :

• Advanced knowledge of ITIL


• Familiarity with project management methodologies and tools


• Strong technical skills in IT services (Office 365, Systems, Networks, etc.)


• Ability to lead, motivate, and effectively manage a team in an international context


• Leadership and strong intercultural orientation


• Good organizational skills to manage priorities and meet deadlines


• Adapt behavior and communication based on clients (internal, external)


• Customer-oriented


• Ability to work in urgent situations and manage multiple tasks simultaneously
  
  

You will be supported by the EUS management team as you take up your new position.

You will have 3 interviews:

• a "manager" interview 


• a validation interview 


• an HR interview