Manager, IT Support Services EU

vor 3 Wochen

Aubonne, Schweiz Intuitive Surgical Vollzeit
Job Description

Primary Function of Position:

The role of the Manager, IT Support Services (EU) is managing and providing IT support services for the EU Region. Responsible for the management and strategic planning of building and supporting IT Support Service organization for the EU region. This position will also provide oversight for local Network, IT Security, AV-Collaboration, and asset activities in the region, and act as a liaison to the corporate IT teams. Also, they are responsible for directly managing their team members reporting to them and indirectly for other team members within their manager’s reporting structure to ensure proper performance of the organization’s IT objectives at their respective locations and to mentor them in their careers.

Roles and Responsibilities:

  • Develop and implement IT Support processes to drive efficiencies and create a scalable business unit to support a $2B business.
  • Attract, retain, and motivate a high-performance organization capable of driving excellence in the following areas: Service Support and Service Delivery
  • Manage IT Support Services technicians within the EU Region and cross-functional team members.
  • Collaborate with internal cross-functional groups and regional teams to determine support needs and develop solutions.
  • Develop leadership personnel within the department to enable future departmental and company growth.
  • Collaborate with internal cross-functional groups and regional teams to ensure the IT Support team is trained, able to support IT technologies and tools and have the necessary knowledge articles.
  • Develop and produce department metrics and dashboards and achieve service level agreements (SLA’s)
  • Maintain or exceed established customer satisfaction metrics and address escalated concerns from the EU region.
  • Develop processes and implement technologies that allow the department to maintain superior service levels while growing headcount at a rate less than the overall headcount growth of Intuitive.
  • Ensure compliance of all department processes with the requirements of regulatory bodies, including but not limited to the FDA, SEC (SOX), and foreign regulatory bodies.
  • Serve as the first line of escalation for any issues or questions from Tier I Audio Visual and Meeting Support technicians and Executive Support within the area of responsibility.

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