IT Endpoint Support Manager – EMEA

Location: Hybrid role based in Poing, near Munich, Germany; Kaarst, Germany is also listed as a location. The role supports offices across EMEA.

Company

hirify.global Business Services GmbH provides shared services for the hirify.global Group in EMEA, supporting semiconductor distribution brands including EBV Elektronik, hirify.global Silica, hirify.global Abacus, hirify.global Embedded and Farnell.

What you will do

• Lead, develop and coordinate approximately 15 endpoint and end-user support professionals across multiple EMEA countries and offices.
• Provide technical leadership for workplace devices, hardware and software support, endpoint configuration, device lifecycle activities and complex escalations.
• Manage the managed service provider, including service levels, contractual obligations, operational reviews, ticket backlogs, response times and corrective actions.
• Ensure effective ServiceNow use for incident, request, problem and change management, including dashboards, reporting, KPIs, SLA compliance and workflow improvements.
• Coordinate support across approximately 100 offices, sales locations and business events while aligning regional operations with global IT, security and infrastructure standards.
• Drive service quality, standardization, automation, cost efficiency, problem prevention and continuous improvement.

Requirements

• Several years of experience in IT endpoint support, end-user computing, workplace services or IT service delivery.
• Proven experience leading technical IT support teams, ideally approximately 10–20 employees distributed across multiple locations and countries.
• Strong understanding of end-user computing, endpoint devices, workplace technologies and IT support operations.
• Experience managing managed service providers, outsourced IT support or third-party service delivery.
• Solid understanding of ITIL-based incident, request, problem and change management.
• Practical ServiceNow experience with incident and request management, reporting, dashboards and SLA monitoring.
• Experience defining and improving operational KPIs, supporting multiple offices, coordinating regional IT services and supporting business-critical activities, sales offices and corporate events.
• Experience working in a global IT organization with standardized processes and geographically distributed stakeholders, plus strong communication, organizational and stakeholder management skills.
• Fluent German and English, written and spoken, is mandatory.

Nice to have

• Knowledge of Windows desktop environments, Microsoft 365, laptops, desktops, peripherals, mobile devices, endpoint security, compliance, remote support tools, IT asset management and hardware lifecycle processes.
• Experience with modern endpoint management platforms such as Microsoft Intune or Microsoft Configuration Manager (SCCM).

Culture & Benefits

• Full-time, hybrid work with a 38.5-hour workweek and flexible working time account.
• 30 days of annual vacation, additional special leave, and paid company holidays on December 24 and December 31.
• Up to 10 workation days per year from eligible locations.
• Leadership scope in a global environment with modern IT projects and technologies.
• Company car, supplemental health and accident insurance, pension and capital-forming benefits, Wellpass membership, JobRad leasing and an Employee Assistance Program.
• Subsidized company restaurants and on-site childcare facilities at preferential rates.