Infrastructure Support Manager

About the company

D-ploy is an IT and engineering solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer’s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Role overview

For this role, we are looking for a contractor to join us for about 20 hours per week.

Tasks and responsibilities

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

Develop plans to ensure that the organization has appropriately skilled resources to meet organizational objectives and commitments. Manage the effective implementation of resource planning, recruitment, selection, assessment, onboarding and transitioning of resources

Manage departmental (and therefore business) IT risks; identifying, mitigating and recommending solutions to Head of IT

Knowledge of and adherence to TIS & EUX global policies and procedures

Coordinate business development activities such as identification and communication with clients

Ensure the existing and future IT service and support aligns to the expectations of our business roadmap and overall our client's strategy

Execution and coordination of local projects at the site

Escalation point for help/service desk and onsite 2nd level support

Liaison with internal/external service lines and third-party vendors

Assist with planning and forecasting for IT related items at the site (in accordance with the Country IT Head)

Implementation of local application enhancements and provide local application support (where required)

Provide IT feedback where required; ensure customer satisfaction while continuously improving services at the site

Execute and coordinate any security or compliance remediation activities as per IGM guidelines (where required)

Problem analysis and resolution; must be available as required to handle issues and service outages

Oversight of local IT support resources

Must be willing and able to provide hands-on technical support when required

Business stakeholder management

Review and align IT budgetary numbers with local financial team for the site

Participate and assist with global IT initiatives (where required)

Requirements

A strong understanding of information technology; trends, products and solutions

Experience of maintaining high performing service support functions including IT service desk, desktop support and 2nd line technicians

Knowledge of business development, especially spotting and developing business opportunities with the customer

Customer focused with a passion and drive for customer satisfaction and delivering business values

Excellent communication and negotiation skills with strong service orientation

Willingness to travel when required

Multitasking as well as ability to “think outside of the box”

Fluency in English (spoken and written)

Candidates have to declare criminal record extract not older than three months

Benefits

Broad range of activities, tasks, and projects

Flexible working conditions

Minimum 5 weeks of vacation

Paid sick days

Meal vouchers

Vouchers (birthday voucher, wedding, and newborn surprise)

Contributions to wellness programs (multisport card)

Fishing for Friends program – our referral program

Refreshments in the D-ploy office

Further development and professional advancement

Friendly and international working environment

Company-sponsored events

Competitive salary and various benefits

Is IT in your DNA?