Technical Application Services (TAS) EMEA Manager

You will be responsible for teams supporting technical applications and resources within the ITSS Kraków organization. The teams in scope include Connectivity, Database Services, IT Asset Management, and Messaging and Collaboration.

You will be responsible for leading employees who provide expert technical consulting and support in these areas, standardizing our application platform and maximizing the benefits offered to the enterprise or in-scope businesses. Geographically, the role covers the EMEA region, but also leads or supports global initiatives in cooperation with the global TAS team.

We offer the opportunity to lead a diverse, engaged group of technical experts at a large multinational corporation, encompassing a wide variety of cultures, languages, and backgrounds.

Our leadership team interacts regularly with experts across a broad range of IT functions as well as a variety of businesses and process areas.  This gives us frequent opportunities to learn and grow as we support each other and work together to provide excellent customer service in alignment with the mission and vision of our department:  “To be a respected and valued partner for our businesses around the globe by efficiently managing IT services, delivering solutions, and creating a great place to work for our people.”

• Provide consultation to customers requesting information about collaboration, data hosting, connectivity, or IT asset management

• Manage the resources efficiently

• Manage and monitor daily operational issues on the supported systems

• Plan work, assign tasks and monitor progress of all the teams managed against assignments

• Serve as central point of contact and escalation point for all team activities

• Evaluate employee results against assigned tasks/projects and provide input to manager

• Understand and support the maturing of TAS team processes

• Perform cost analysis, obtain quotes and other information on costs as input into the budgeting process

• Facilitate training for team members, providing input into appropriate trainings

• Coordinate required support activities

• Manage employee compensation, including bonuses, merit rewards, and other incentive programs

• Establish and ensure adherence to the team budget

• Lead efforts necessary to improve support and process development with all areas of ITSS with the use of TAS technologies.

• Lead, create, and sustain efforts required to provide high levels of operational effectiveness

• Work with ITSS personnel to remediate or mitigate internal and external audit findings, sustaining related improvements

• Establish and report measurable service benchmarks

• Ensure that IP standards and processes are documented, published, and followed

• Bachelor’s Degree in Information Systems or equivalent

• 5+ years of related Information Systems experience

• Team management experience would be beneficial

• MCDST (Microsoft Certified Desktop Support Technician) credentials preferred

• MS Windows Assessment and Deployment Kit (Windows ADK)

• MS Powershell , VirtualBox & MDT are an asset

• Knowledge of common TAS enterprise applications and services (MS Exchange, databases, SDM, webMethods, HP Asset Manager, etc.)

• Experience managing experts in technical disciplines

• Knowledge of ITSS metrics and KPIs, report creation skills

• Knowledge of standard ITIL processes (Change Management, Incident Management, Problem Management)

• Experience in end user support will be an advantage

• Demonstrated competence to work:

  • With minimum supervision

  • Effectively with all levels in corporation

• Customer focus and exceptional phone etiquette

• Good communication and listening skills

• May require 10-30% of time traveling to facilities and customers

• May require being member of on-call rotation

• Fluency in English

• Other language skills like French, Spanish, Italian, Turkish would be beneficial