EMEA IT Service Desk Manager

We work in a hybrid mode 3+2, with a minimum of 3 days at the office (with mandatory Tuesdays and Wednesdays) and a maximum of 2 days at the home office.

The location of our office is Holandská 873/6, Brno – Štýřice, 639 00.

We employ only via an employment contract – FTE (HPP).

Position Summary
We seek an experienced and people-centered IT Service Desk Manager to lead our EMEA End User Support team. This role will manage Tier 2 onsite support across multiple countries in the region, oversee regional incident response, executive/VIP engagement, and ensure our teams deliver a high-quality support experience aligned with our global IT strategy.

This is a hybrid position based in Brno, requiring onsite presence four days per week, with the flexibility to work from home one day per week.

The ideal candidate will be a servant leader who thrives in cross-functional environments and is well-versed in Microsoft modern management tools, Apple macOS environments, vendor and asset lifecycle coordination, and regional team development. The EMEA SDM will work closely with our Modern Management team, our SDMs in APJ and the Americas, and support global technology initiatives including Microsoft Intune, Entra, Windows Autopatch, and Jamf for macOS management.

Key Responsibilities

• Lead and coach a regional team of Helpdesk Analysts and Desktop Support Technicians across multiple EMEA sites (e.g., Brno, Cork, Poland).
• Manage Tier 2 support operations for both Windows and macOS endpoints, ensuring consistent support experiences across device platforms.
• Oversee day-to-day operations of site-based AV and conference room technologies, ensuring seamless hybrid collaboration experiences.
• Serve as the escalation point for high-priority incidents, particularly for executive and VIP users.
• Collaborate with global EUS and IT leadership to drive operational excellence, CSAT goals, and process maturity in the region.
• Partner with HR, Facilities, and local business leadership to ensure strong onsite coverage, onboarding execution, and end-user engagement.
• Act as a point of contact for vendor management, including coordination of local service providers and hardware logistics.
• Oversee hardware asset lifecycle management from procurement through refresh and disposal, in alignment with IT standards.
• Leverage modern Microsoft toolsets such as Intune, Entra ID, and Windows Autopatch to maintain device compliance and enhance support efficiency.
• Coordinate with Jamf engineers or the Apple device team to ensure macOS compliance and performance in offices with a high percentage of Mac users.
• Use reporting and ITSM metrics to track team performance, drive accountability, and proactively address trends.
• Contribute to global projects including Windows 11 upgrades, endpoint compliance initiatives, and service desk automation.
• Collaborate closely with Tier 1 (Virtual Tech Bar), Tier 3 engineering teams, and Modern Management engineers for seamless escalations and consistent tooling.
• Work cross-regionally with Service Desk Managers in APJ and the Americas to ensure a unified global support model.

Required Qualifications

• 5+ years of IT support or service desk leadership experience, ideally in a global or multi-regional structure.
• Demonstrated experience managing hybrid and onsite technical teams.
• Strong understanding of Windows and macOS support, Microsoft 365, and endpoint management tools.
• Experience supporting or coordinating with Jamf for Apple/macOS environments (engineering-level skill not required).
• Familiarity with Microsoft Intune, Entra ID, Windows Autopatch, and related MDM platforms.
• Proficiency in AV/conference room technology support, hardware imaging, and lifecycle planning.
• Effective communicator with a proactive, customer-first mindset.
• Comfortable collaborating across time zones and departments.
• Fluent in English; additional European languages are a plus.

Preferred Qualifications

• ITIL Foundations certification (or equivalent service management training).
• Familiarity with Microsoft Defender, Autopilot, Azure AD, and Zero Trust frameworks.
• Experience overseeing vendor relationships and asset inventory systems.
• Prior experience working in tech-forward, rapidly scaling environments.

Our benefits:

• 25 days of vacation per year
• 3 sick days per year
• 10 study days per year
• 2 volunteering days per year
• 4 weeks’ holidays after 5 years ‘ tenure, Sabbatical Leave
• Up to 48 300CZK personal education budget per year
• Pension or life insurance matching donation up to 3% of the salary or 4000 CZK per month
• Cash allowance for meals of 95 CZK per working day
• Unlimited access to LinkedIn Learning
• English/Czech classes
• Multisport card
• Solarian Refferal Program
• SolarWinds Appreciation Program
• Giving – Donation Matching
• Employee Assistance
• Competitive Race Reimbursement
• Breakfast on Wednesdays
• Fresh fruits and snacks on Mondays