Manager End User Technical Support (m/f/d)

Avnet Business Services GmbH

Avnet Business Services GmbH is the service provider of the Avnet Group in EMEA, founded in 2020. With its brands EBV Elektronik, Avnet Silica, Avnet Abacus, Avnet Embedded and Farnell, Avnet is one of the world's most successful distributors of semiconductor products and related services. Avnet is also an S&P 500 listed group. Employees in 70 countries set new standards every day in terms of innovation and quality, for which Avnet has been known in the market for 100 years.

Manager End User Technical Support – EMEA (m/f/d)

We are looking for an experienced and technically strong IT Endpoint Support Manager – EMEA to lead our regional endpoint and end-user support organization. This position is based at our EMEA headquarters in Poing, near Munich or Kaarst.

In this role, you will be responsible for leading a team of approximately 15 IT professionals distributed across multiple countries and office locations throughout EMEA. You will ensure high-quality, reliable, and efficient IT support for our employees, sales offices, and business operations, working closely with a managed service provider (MSP) and global IT teams.You will combine hands-on technical leadership with people management, operational service delivery, and continuous improvement. Your responsibilities will cover the full spectrum of end-user support and endpoint services, including workplace devices, hardware and software support, incident and problem management, and support for business events.

You will act as the regional lead for endpoint support, ensuring consistent service quality, standardized processes, and effective collaboration between regional teams, global IT functions, and external service providers.

Key Responsibilities:
1. Team Leadership and People Management

- Lead, develop, and motivate a team of approximately 15 IT support professionals located across multiple EMEA countries and offices.

- Establish clear objectives, responsibilities, and performance expectations for team members.

- Manage team performance through regular reviews, individual development plans, coaching, and feedback.

- Foster a collaborative, service-oriented, and accountable team culture across geographical boundaries.

- Manage resource planning, workload distribution, team capacity, and support coverage across the region.

- Ensure effective communication and knowledge sharing between team members in different countries.

- Support recruitment, onboarding, training, and professional development.

- Build a culture of continuous improvement, customer focus, and technical excellence.
2. Technical Leadership and Endpoint Support

- Provide technical leadership across the complete end-user computing and endpoint support environment.

- Ensure reliable support for end-user devices, including laptops, desktops, peripherals, mobile devices, and associated workplace technologies.

- Oversee hardware and software troubleshooting, incident resolution, device lifecycle activities, and endpoint configuration support.

- Act as an escalation point for complex technical issues and critical incidents.

- Ensure consistent support standards, technical procedures, and operational documentation across EMEA.

- Work with global endpoint engineering, workplace services, infrastructure, identity, and security teams to implement and maintain global standards.

- Drive the adoption of standardized solutions, automation, and modern endpoint management practices.
3. Managed Service Provider Management

- Manage the operational relationship with the managed service provider responsible for delivering end-user support services.

- Ensure the MSP meets agreed service levels, contractual obligations, and quality expectations.

- Monitor service performance, incident resolution, ticket backlogs, response times, and customer satisfaction.

- Conduct regular operational reviews and service performance meetings with the MSP.

- Drive corrective actions and continuous improvement initiatives where service levels or quality fall below expectations.

- Ensure clear ownership, effective escalation paths, and seamless collaboration between internal IT teams and the MSP.

- Support service reviews, operational governance, and improvement of the overall service delivery model.

- Ensure that outsourced services deliver value, consistency, and a positive end-user experience.
4. ServiceNow and IT Service Management

- Ensure effective use of ServiceNow for incident, request, problem, and change management processes within the endpoint support organization.

- Monitor operational performance using ServiceNow dashboards, reports, and KPIs.

- Ensure accurate ticket categorization, prioritization, assignment, documentation, and resolution.

- Drive improvements in ticket quality, first-contact resolution, backlog management, and SLA compliance.

- Collaborate with global IT Service Management teams to align regional operations with global processes and standards.

- Identify opportunities to improve workflows, automate repetitive activities, and enhance the end-user support experience.

- Ensure consistent use of knowledge articles, standard operating procedures, and escalation processes.
5. Regional IT Support Across EMEA

- Ensure consistent and high-quality end-user support across approximately 100 offices and business locations throughout EMEA.

- Coordinate local IT support activities across countries, taking regional requirements, time zones, and business needs into account.

- Ensure effective support for sales offices, including day-to-day workplace support and resolution of business-critical IT issues.

- Coordinate IT support for internal and external events, meetings, workshops, and other business activities.

- Ensure appropriate support coverage and readiness for important business events and critical operational periods.

- Coordinate regional resources and external service providers to address local support requirements.

- Identify recurring issues and regional service gaps, and implement sustainable improvements.

- Balance regional business requirements with global IT standards, security policies, and operating procedures.
6. Global Collaboration and Stakeholder Management

- Work closely with global IT teams responsible for endpoint engineering, workplace services, infrastructure, cybersecurity, and IT service management.

- Act as the primary regional interface for endpoint support matters within the global IT organization.

- Align regional support operations with global strategies, technical standards, and transformation initiatives.

- Collaborate with local office management, business stakeholders, and other IT functions to understand and address business needs.

- Communicate service performance, operational risks, escalations, and improvement plans to relevant stakeholders.

- Participate in global IT projects, technology rollouts, workplace transformation initiatives, and service improvement programs.

- Ensure effective coordination between regional support teams, global IT functions, and external service providers.
7. Service Quality and Continuous Improvement

- Define, monitor, and improve operational KPIs, service levels, and end-user satisfaction.

- Establish transparent reporting on team performance, MSP performance, incident trends, ticket volumes, and service quality.

- Identify recurring problems, operational inefficiencies, and opportunities to improve support delivery.

- Drive initiatives to improve productivity, standardization, automation, and cost efficiency.

- Ensure compliance with applicable IT policies, security requirements, and operational procedures.

- Promote a proactive approach to problem management and prevention of recurring incidents.

Qualifications and Experience:

- 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 with approximately 10–20 employees distributed across multiple locations.

- Demonstrated experience managing teams across different countries and geographical locations.

- Strong technical 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 service management processes, including incident, request, problem, and change management.

- Practical experience with ServiceNow, particularly incident and request management, reporting, dashboards, and SLA monitoring.

- Experience defining, tracking, and improving operational KPIs and team performance.

- Experience supporting multiple office locations and coordinating regional IT services.

- Experience providing IT support for business-critical activities, sales offices, and corporate events.

- Experience working in a global IT organization with standardized processes and geographically distributed stakeholders.

- Strong communication, organizational, and stakeholder management skills.

- Fluent German and English, both written and spoken, is mandatory.

Technical Knowledge:
The ideal candidate will have a strong understanding of several of the following areas:

- End-user computing and workplace support.

- Windows desktop environments and Microsoft 365.

- Laptop, desktop, peripheral, and mobile device support.

- Endpoint management and device lifecycle management.

- Endpoint security and compliance requirements.

- Remote support tools and IT service desk operations.

- ServiceNow ITSM processes, reporting, and SLA management.

- ITIL practices and operational service delivery.

- IT asset management and hardware lifecycle processes.

- Service provider management and performance governance.

- Experience with modern endpoint management platforms, such as Microsoft Intune or Microsoft Configuration Manager (SCCM), is an advantage.

Key Competencies:
Technical leadership: Able to guide technical teams, resolve escalations, and make sound operational decisions.
People management: Experienced in setting expectations, developing employees, managing performance, and building effective distributed teams.
Service orientation: Focused on delivering reliable, responsive, and user-friendly IT support.
Operational excellence: Structured, analytical, and capable of managing service performance across a complex regional environment.
Communication: Able to communicate effectively in German and English with employees, technical specialists, management, and external service providers.
Collaboration: Comfortable working across countries, cultures, time zones, and organizational boundaries.
Problem-solving: Able to identify root causes, manage escalations, and implement sustainable solutions.
Ownership and accountability: Takes responsibility for regional service quality, team performance, and operational outcomes.
Continuous improvement: Proactively identifies opportunities to improve processes, tools, service quality, and efficiency.

Success Measures
Success in this role will be measured by the ability to:

- Maintain high end-user satisfaction across the EMEA region.

- Achieve agreed service levels and improve MSP performance.

- Reduce ticket backlogs and improve incident resolution times.

- Establish consistent support processes across approximately 100 locations.

- Improve team productivity, engagement, accountability, and technical capabilities.

- Ensure reliable IT support for sales offices and business-critical events.

- Improve the quality, transparency, and effectiveness of ServiceNow reporting.

- Strengthen collaboration between regional support teams and global IT functions.

- Deliver measurable improvements in service quality, operational efficiency, and end-user experience.

What We Offer:

- A responsible leadership position with significant scope to shape and influence regional IT support operations.

- Exciting IT projects and the opportunity to work with modern technologies in a global environment.

- 30 days of annual vacation , plus additional special leave days. In addition, December 24 and December 31 are granted as paid company holidays .

- 10 days of Workation per year , allowing you to work remotely from eligible locations.

- 38.5-hour workweek with a flexible working time account.

- Flexible and hybrid working arrangements to support a healthy work-life balance.

- Company car, also available for private use.

- Complimentary supplemental health insurance through Allianz, covering benefits such as preventive medical examinations, dental care, vision support, and other healthcare services.

- Comprehensive group accident insurance with coverage extending beyond working hours.

- Wellpass membership, providing access to a wide range of fitness and wellness facilities.

- Option to participate in the JobRad leasing program for bicycles and e-bikes.

- Subsidized company pension scheme.

- Employer contribution towards capital-forming benefits (Vermögenswirksame Leistungen).

- Employee Assistance Program (EAP) offering professional and confidential support services.

- Two modern subsidized company restaurants, including Barista coffee bars.

- On-site childcare facilities, including nursery and kindergarten services, available at preferential rates.

#LI-AVNET

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.

Avnet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are interested in applying for employment with Avnet and need special assistance or an accommodation to apply for a posted position contact our Human Resources Service Center in your region: Americas applicants – hrnow@avnet.com , Asia applicants - hrnow.asia@avnet.com , EMEA applicants - hrnow.EMEA@avnet.eu .

Job Applicant EMEA Imprints