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 employee