Director of IT Support

Nasze wymagania: A successful IT Support Director should have: Proven leadership experience in IT Support, Service Desk, IT Service Delivery, Digital Workplace or IT Operations. Experience managing distributed or international teams, ideally across multiple European locations. Minimum 5 years of leadership experience, preferably in a manager-of-managers capacity. Strong understanding of ITIL / ITSM frameworks and practical experience improving operational processes, KPIs and service quality. Background in service desk operations, end-user support, technical support services, workplace technologies or user-facing IT services. Broad technical understanding of end-user computing, Microsoft ecosystem, SaaS platforms, identity and access management, IT support tooling and workplace technologies. Experience in process standardisation, operating model development, service transition or integration projects. Experience with automation, AI, self-service or shift-left initiatives within IT support will be a strong advantage. Good commercial awareness, including budget management, cost optimisation, vendor management and contract negotiation. Ability to work effectively with senior leadership and executive stakeholders. Strong communication, presentation and influencing skills. Fluent English, both written and spoken. Experience in private equity-backed, acquisitive or multi-entity environments would be an advantage. Willingness to travel within Europe periodically. Zakres obowiązków: Lead a distributed IT Support function of approximately 40 people across multiple geographies. Manage and develop direct reports responsible for different areas of support, including level 1, level 2 and escalation management. Develop and execute the IT Support strategy aligned with wider group IT plans and business objectives. Oversee day-to-day IT support operations, ensuring reliability, availability and high-quality service delivery. Standardise and optimise ITIL-based processes across incident, request, escalation, change and service improvement areas. Establish, monitor and improve KPIs related to service quality, SLA performance, user satisfaction, backlog, automation and operational efficiency. Drive continuous improvement across service desk operations, user support, technical support and end-user computing standards. Support business integration activities, including IT discovery, due diligence input, transition planning and integration of newly acquired businesses into the group IT support model. Identify and implement opportunities for automation, AI and self-service within end-user support and service desk operations. Collaborate closely with IT Operations, Enterprise Applications, IT Security, PMO, Integration, Finance and Procurement teams. Ensure IT support services are aligned with security, compliance and internal governance requirements. Manage internal and external resources to deliver operational goals and improve service maturity. Develop and manage the IT Support budget, ensuring cost-effective use of resources. Support vendor management activities, including collaboration with procurement and negotiation of IT contracts with key technology providers. Provide regular reporting, recommendations and updates to senior IT leadership and executive stakeholders. Mentor, coach and upskill the IT Support team, building a culture of accountability, collaboration and continuous improvement. Oferujemy: Senior IT leadership role with real influence on the future shape of a group-level IT Support function. Opportunity to build and mature a centralised IT support model across multiple countries. Exposure to international stakeholders and senior IT leadership. Involvement in business integration, service transformation, automation and AI initiatives. Hybrid working model, with approximately 2 office days per week. European business travel expected once or twice per quarter for planning meetings and team engagement. Base salary plus annual bonus. Standard benefits package.