IT Service Manager

Join Workwize as an IT Service Manager, where you'll lead IT servicing efforts, improve processes and tools, and support sales initiatives. Enjoy a dynamic work environment with flexible options, a diverse global team, and a centrally located headquarters in Amsterdam.

Responsibilities

• Assurer la gestion des escalades liées à l'enrôlement et à l'effacement des appareils, en étant le point de contact pour les clients d'entreprise.
• Améliorer les processus, les outils et la visibilité de nos services informatiques, en intégrant les retours d'expérience des clients.
• Collaborer avec les équipes de vente et de réussite client pour intégrer les services informatiques dans le processus de vente.

Requirements

• Experience in technical IT operations, device or MDM management, or IT service delivery
• Experience with device wipe or data erasure tools, such as Blancco
• Experience with ticketing tools such as Zendesk or Pylon, and Linear or similar for engineering tickets
• Experience working directly with clients, including handling escalations
• Hands-on experience with Apple Business Manager / DEP and Windows Autopilot. Experience with Kandji, Jamf, Intune or a similar MDM
• Excellent English, written and spoken
• You know how to prioritise. You fix what matters most first, instead of trying to fix everything at once
• You respond quickly and keep people updated
• You explain technical problems in simple words, without going into too much detail

You fix the process, not just the ticket

• You are comfortable with unclear situations and you take ownership
• You stay calm when a client is under pressure
• You have worked at a managed service provider (MSP)
• You have supported sales or pre-sales conversations
• You have worked at Apple or Microsoft on device enrollment or deployment, for example on Apple Business Manager or Autopilot / Intune

Preferred

• You have worked at a scale-up or B2B service company