Operations Manager (f/m/d)

HCLTech Germany; Eschborn; On-site; USD 69,824 - 116,374; Full time

Job summary

Join a forward-thinking company that is one of the fastest-growing tech firms globally. This role offers the chance to lead a dedicated IT support team, ensuring efficient operations and high-quality service delivery. You'll manage vendor relationships, enforce compliance with ITIL processes, and mentor a talented group of engineers. With a focus on end-user computing infrastructure, you'll play a crucial role in enhancing productivity and customer satisfaction. If you're passionate about technology and leadership, this opportunity is perfect for you.

Qualifications

• 8+ years of experience in IT Support with management experience.
• Hands-on experience with Microsoft tools and ITIL processes.

Responsibilities

• Oversee IT support operations and manage a team of engineers.
• Ensure compliance with ITIL processes and improve customer service.

Skills

End User Computing (EUC)

IT Support Management

Microsoft Windows

Office 365

Active Directory

Analytical Skills

Data Analysis

B2 English

C1 German

Education

Bachelor's degree in IT

Bachelor's degree in Computer Science

Bachelor's degree in Business Management

Tools

Ticketing tools

Troubleshooting utilities

Asset management tools

Microsoft Excel

Job description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.

Responsibilities:

• Oversee IT support operations, ensuring efficient resolution of incidents and service requests within defined SLAs.
• Manage a team of on-site and dispatch engineers delivering technical support to end users.
• Supervise local IT operations, including productivity, queue management, escalations, aged tickets, shift coverage, and incident/request validation.
• Ensure compliance with ITIL-based processes, including incident, request, and knowledge management.
• Lead, mentor, and provide coaching to the IT Support Team to improve efficiency and customer service.
• Manage vendor relationships, including service contracts and performance tracking.
• Monitor and enforce global legal embargo rules and report compliance status to the Client Trade Control Officer.

Qualifications:

• Bachelor's degree in IT, Computer Science, Business Management, or a related field (preferred).
• 8+ years of experience in End User Computing (EUC) and IT Support, with at least 3 years in a management role leading a regional team.
• Hands-on experience with Microsoft Windows, Office 365, Active Directory, ticketing tools, and troubleshooting utilities.
• Knowledge of ITIL processes, CMDB & AMDB modules, and asset management tools.
• Strong expertise in end-user computing infrastructure, including desktops, laptops, printers, smartphones, and operating systems (Windows 10/11).
• Strong analytical and data analysis skills, with proficiency in Microsoft Excel and reporting tools.
• At least B2 English and C1 German language level (additional languages are a plus).

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting

We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.