Regional IT Manager (EMEA & APAC)

The Regional IT Manager serves as a player-coach, combining hands-on technical support with leadership responsibilities. This role provides on-site IT technical support for the Brunssum office while managing IT Support Specialists and vendor relationships across key EMEA and APAC locations.

The Regional IT Manager works closely with employees, internal IT teams, and external partners to resolve technical issues, implement system updates, and maintain reliable IT infrastructure. Success in this role requires strong problem-solving skills, exceptional customer service, and effective collaboration across global IT functions.

Essential Functions:

Service Operations

• Provide tier II technical support, diagnosing and resolving issues for computers, mobile devices, printers, and hardware specific to the [location] environment
• Serve as the primary on-site IT support for all high priority or "white glove" issues involving employee onboarding, hardware, software, and network issues
• Help maintain an up-to-date inventory of all IT assets, including computers, peripherals, software licenses, and network equipment. Coordinate with the IT Asset management team regarding hardware purchases, warranty claims, and replacements.

Cyber Security

• Support IT Cybersecurity policies including end user training, password management, MFA, and endpoint security
• Ensure compliance with corporate IT standards and assist with security audits and incidents

Technical Operations

• Collaborate with the technical operations team and assist with infrastructure related issues involving servers, network, and back office IT services

Business Systems & Support

• Understand the business systems that the Brunssum location relies upon
• Serve as Tier 1 support to ensure that business system issues are well documented and routed to the correct support group

Management Oversight

• Lead, mentor, and develop a team (size: 5-7) of IT Support Specialists across EMEA and APAC
• Oversee daily operations to ensure high-quality support and services to regional users
• Manage vendor relationships to provide similar support for smaller locations
• Work closely with cohort managers [Manager - Regional IT [Americas], Sr. Manager Service Operations, and Manager of Desktop and Collaborative Applications] to ensure tight integration across your respective organizations.
• Take ownership of hiring, performance reviews, and capability planning
• Build and maintain strong relationships with key stakeholders in the business to understand their needs and ensure IT services meet requirements
• Responsible for:
• Meeting SLA/OLA targets
• Driving service quality, NPS, or CSAT
• Identifying and executing service improvements

• Education: High School Diploma or equivalent; Bachelor's Degree preferred
• Experience :
• 8-12 years of progressive IT support experience, including hands-on desktop and workplace technology support
• 3-5 years of people-management experience, leading geographically distributed teams and/or vendors
• Prior experience supporting multi-region or global environments (EMEA/APAC preferred)
• Technical Skills:
• Windows Environment running Windows 11, Windows 10
• Endpoint management (Intune, SCCM, JAMF if applicable)
• Identity & access (AD, Azure AD)
• Collaboration tools (M365, Teams, SharePoint)
• ITSM tools (ServiceNow / SD+ / Jira)
• Vendor-managed infrastructure oversight
• Soft Skills :
• Strong written and verbal communication skills
• Stakeholder management
• Cross-cultural leadership
• Conflict resolution
• Change management

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Our Values : Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven. * Passionate about Innovation : Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions. * Customer Focused : We listen to our customers' needs and respond with a sense of urgency. * Teamwork : Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger. * Driven : We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.