Mgr Infrastructure & User Services

American Tower; Deutschland; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

American Tower in Germany seeks a senior IT Infrastructure Analyst to lead the regional Infrastructure Analysts, guiding service delivery and continuous improvement across Europe and Africa.

You will oversee Microsoft 365 services, Active Directory/Entra ID, endpoint management, and ServiceNow ticket governance, coordinating with global IT leadership and external providers while maintaining strong stakeholder relationships.

Qualifications

• Bachelor’s degree required.
• 5–10 years of progressive IT infrastructure experience with team leadership.
• Strong stakeholder management and communication skills.
• Experience delivering in regional or multi-country environments.
• Solid understanding of infrastructure operations and service management frameworks.
• Strong knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
• Experience with Active Directory and Entra ID (identity access management).
• Understanding of endpoint management tools such as Intune.
• Basic networking knowledge (connectivity, VLANs, Wi-Fi, VPN).
• Experience with ServiceNow (incident, request, knowledge management).
• Experience supporting enterprise hardware (Lenovo, Dell).
• Excellent written and spoken communication; ability to interact across regions.
• Willingness to participate in on-call rotations.
• Advanced English required; other local languages a plus.

Responsibilities

• Lead, develop and manage the Infrastructure Analyst team; provide guidance, monitor performance, and give feedback.
• Coordinate and prioritize incidents, service requests, and problem management activities.
• Set clear goals, monitor ticket queues, ensure SLA compliance and proper escalation via ServiceNow.
• Ensure applications and infrastructure services are accessible and performing as expected.
• Oversee regional infrastructure service delivery, SLAs, and quality standards; manage user accounts and access policies.
• Support and governance for Microsoft 365 services (Teams, Outlook, SharePoint Online, OneDrive).
• Assist with OS deployments, configurations, and standards compliance; support Azure Virtual Desktop where applicable.
• Open and manage tickets with providers and vendors; ensure timely resolutions.
• Support endpoint configuration standards, hardware inventory, and IT asset management.
• Troubleshoot hardware, software, and network connectivity issues; perform Intune device actions as needed.
• Contribute to IT documentation, knowledge base, and operational procedures.

Skills

Stakeholder management

Communication skills

Regional delivery

Infrastructure operations

Microsoft 365

Identity management

Intune

ServiceNow

Networking basics

Education

Bachelor's degree

Tools

ServiceNow

Intune

Active Directory

Entra ID

Job description

The Team:

As part of the IT Workplace & End User Services team, you will lead the infrastructure analyst team, overseeing the infrastructure operations across the European and African region. This role acts as a senior technical advisor and operational leader for the regional Infrastructure Analysts, accountable for the team performance, , service delivery, and continuous improvement, aligned with global IT standards.

In your role, you will contribute to the management of Microsoft 365 services (Teams, SharePoint Online, OneDrive, Outlook), identity and access governance in Active Directory and Entra ID, and endpoint services. You will also drive operational coordination, ticket governance in ServiceNow, and act as a bridge between regional teams, global IT leadership, and external service providers.

Build and maintain a collaborative environment between the infrastructure teams, service desk, and global IT functions, to ensure service stability, improve processes, and enhance the end-user experience across the region..

What You Need to Succeed:

• Bachelor’s degree in related field.

• 5–10 years of progressive experience in IT infrastructure, end-user services, or workplace support environments, including demonstrated experience in team leadership or people management (direct or matrix).

• Strong stakeholder management and communication skills.

• Experience managing delivery in a regional or multi-country environment.

• Solid understanding of infrastructure operations and service management frameworks.

• Strong knowledge of Microsoft 365 ecosystem (Teams, Outlook, SharePoint, OneDrive).

• Experience with Active Directory and Entra ID (identity and access management).

• Understanding of endpoint management tools such as Intune.

• Working knowledge of networking fundamentals (connectivity, VLANs, Wi-Fi, VPN).

• Experience with ServiceNow (incident, request, and knowledge management).

• Experience supporting enterprise hardware (Lenovo, Dell, and similar).

• Strong communication and stakeholder management skills, with ability to interact across regions.

• Ability to coordinate tasks and priorities in a fast-paced, global environment.

• Strong problem-solving skills and attention to detail.

• Ability to work independently while also collaborating with cross-functional teams.

• Good written and oral communication skills.

• Good organizational skills and strong attention to detail.

• Participate in on-call rotation should be required.

• Advanced English (mandatory); Other local language are a plus.

What You Can Offer Us:

• Lead, develop and manage the Infrastructure Analyst team, providing guidance and operational support, monitoring performance and providing regular feedback.

• Coordinate and prioritize incidents, service requests, and problem management activities.

• Set clear goals, monitor ticket queues and ensure SLA compliance and proper escalation through ServiceNow.

• Ensure applications, collaboration tools, and infrastructure services are accessible and performing as expected.

• Oversee delivery of infrastructure services across the region, ensuring compliance with SLAs and quality standards: Management and maintenance of user accounts, groups, licenses, and access policies in Active Directory and Entra ID. Support to Microsoft 365 services, including Teams, Outlook, SharePoint Online, and OneDrive. Execution and oversight of the operating system deployments, configurations, and standards compliance. Ensure sufficient support and governance for Azure Virtual Desktop (AVD), when applicable. Open, track, and manage tickets with service providers and third-party vendors, ensuring timely resolution. Support and validation of endpoint configuration standards (laptops, desktops, mobile devices, printers). Maintenance and improvement of IT documentation, knowledge base articles, and operational procedures. Support IT asset management and ensure inventory accuracy for devices and peripherals. Assistance in troubleshooting hardware, software, and connectivity issues (Wi-Fi, network access, VPN). Perform basic Intune device management actions (sync, retire, wipe) and support endpoint compliance. Support BitLocker management and security-related controls.

• Coordinate with global IT teams to identify, elevate, and resolve infrastructure and network-related issues.

• Drive and/or contribute to process improvements, standardization, and operational efficiency initiatives.

Requisition ID : 2754