Job Title: IT Support Lead, EMEA (Full-time)

Department: IT

Job Role:

We are looking for an IT Support Lead to provide hands-on technical support at a primary office location and a nearby operational site, while overseeing and coordinating IT support activities across the EMEA region. This role focuses on ensuring support requests are resolved efficiently and that IT services are aligned with business needs.

The Role / Key Responsibilities

• Provide on-site IT support at both the main office and a nearby operational/production site, resolving hardware, software, and network issues.
• Monitor and manage IT support requests, ensuring timely resolution across the EMEA region.
• Coordinate and oversee a small regional support team, ensuring workloads are balanced and service levels are maintained.
• Act as a key point of contact for business stakeholders, understanding and addressing their technology requirements.
• Work closely with global IT teams to align support processes and best practices.
• Maintain local IT infrastructure, including workstations, printers, and network equipment.
• Ensure IT policies and security best practices are followed.
• Identify and implement process improvements to improve efficiency within IT support operations.

Key Qualifications, Experience and Attributes

The ideal candidate will have:

• Strong experience in IT support (1st and 2nd line) within a corporate or SME environment.
• Proven ability to manage and coordinate IT support requests across multiple locations.
• Experience supporting Microsoft 365, Windows/macOS environments, Active Directory, and basic networking.
• Experience using ITSM tools (e.g. ServiceNow, Jira, or similar platforms).
• Strong communication skills to work effectively with both business teams and IT colleagues across different time zones.
• A structured and process-driven approach to IT support.



Desirable Attributes

• ITIL certification or a good understanding of ITIL service management principles.
• Experience supporting remote or distributed teams.
• Exposure to cloud platforms such as Azure.