Manager IT Support – Wolters Kluwer Global Business Services B.V. – Alphen aan den Rijn

Manager IT Support

Wolters Kluwer

Wolters Kluwer, headquartered in Alphen aan den Rijn, the Netherlands, is a leading global provider of information, software, and services for professionals. We serve customers in more than 180 countries, operating through five divisions: Health; Tax & Accounting; Corporate Performance & ESG; Financial Corporate Compliance; and Legal & Regulatory. The company employs approximately 20,000 people worldwide.

Global Business Services (GBS)

Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and human resources. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity, and reduce time to market for products and applications.

The Role

This role is part of the global Workplace Technology (WPT) team providing (digital) workplace services to approximately 30,000 employees and contractors across the globe. A responsible role in leading and managing a team of professional support employees in a global organization.

Your primary focus will be on incident/task management, to engage with your stakeholders and colleagues. Also, you will be involved and responsible for adopting new services in our end user organization to ensure successful delivery and user satisfaction. Furthermore, you will be closely involved in Workplace Technology projects directly related to our end users.

Directly reporting to the Director lead of Level 2 Support. You will work closely with other IT Technology teams within the Global Business Services division.

Your essential duties and responsibilities:

Direct and manage a team of individual contributors to deliver a secure, productive, and reliable end user environment;

Solve user incidents and fulfill requests within the designated SLAs with high user satisfaction;

Manage the service delivery from multiple vendors;

Focus to proactively address issues prior to incidents occurring;

Gather feedback from users and incorporate insights into the end user roadmap;

Drive resolution of critical user issues by partnering with various departments within Wolters Kluwer, as needed;

Experience working with hardware, software and services vendors;

Accountable for the performance and results of a department or area by ensuring that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements;

Work with business stakeholders (BRM’s) to provide project status and discuss key topics;

Experience on the following topics and technology: Office 365, Windows and MAC operating systems, Service Now, Active Directory, disaster recovery plans, antivirus and print servers;

Following latest technology trends related to Workplace Technology Services and adjacent technology.

Your education and background:

Bachelor’s degree in computer science or related experience;

10+ years combined experience in managing business relationships and delivering IT services;

Relevant experience (at least 7 years) in managing complex IT landscape and IT teams;

Strong leadership, management, and communication skills, with the ability to motivate, inspire, and develop a high-performing team;

Excellent problem-solving, analytical, and troubleshooting skills, with the ability to handle complex and ambiguous situations;

Customer-focused, service-oriented, and collaborative mindset, with the ability to build and maintain positive relationships with end users, stakeholders, and vendors;

Fluency in English is required, other languages are a plus.

Our benefits

Wolters Kluwer offers you a full-time job (36 hours) in an international and inspiring environment. You will be part of a diverse, global workforce and join the GBS business unit at Wolters Kluwer. Primary office will be at our HQ in Alphen aan den Rijn.

We offer you a great compensation package including bonus, a laptop/smartphone, a generous contribution to your pension and outstanding international career opportunities. Furthermore, the opportunity to work remote, allowances for commuting and working from home, equipment to support working from home including a laptop, screens, desk, and chair.

Did you know that we have been recognized as Dutch Top Employer for the sixth consecutive year and that we received recognition for our gender equality in 2023? For more information about our solutions and organization, visit , follow us on Twitter, Facebook, LinkedIn, and YouTube.

Apply

If you are a motivated individual with and you like what you see in this job description, we would love to hear from you. Simply by clicking on the apply button!

Contact

Rasi Fawaz – Senior Corporate Recruiter

Email:

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