IT Service Manager

GloPros; Amsterdam; Presencial; EUR 70 000 - 90 000; Tempo integral

Resumo da oferta

GloPros is seeking an IT Servicing Manager to own escalations and improve device enrollment and decommissioning processes for our global SaaS client. You will partner with Sales, Customer Success, warehouse and engineering to professionalise IT Servicing as a scalable operation.

You bring hands-on IT operations experience, direct experience with Apple Business Manager/DEP and Windows Autopilot, and strong cross-functional collaboration.

Qualificações

• Hands-on experience in technical IT operations with ownership of escalations.
• Experience with Apple Business Manager/DEP and Windows Autopilot, plus at least one MDM (Kandji, Jamf or Intune).
• Experience with device wipe/data erasure tools and with support ticketing systems.
• Evidence of improving processes, writing playbooks and strengthening integrations between tooling and operational teams.
• Strong written and spoken English.
• Based in Amsterdam or able to work in Amsterdam.

Responsabilidades

• Own and resolve escalations related to device enrollment (Apple Business Manager / DEP, Windows Autopilot) and device decommissioning to minimise customer impact.
• Identify root causes of recurring issues and implement fixes across tooling, warehouse workflows and supplier processes.
• Improve processes, build and maintain playbooks, exception handling and sign-off flows for custom configurations to raise first-time-right rates.
• Strengthen integrations with customers, Apple and MDM tooling to make enrollment and provisioning smoother and more robust.
• Partner with Sales and Customer Success in prospect and pre-sales conversations to demonstrate how IT Servicing reduces customer effort and supports deals.

Descrição da oferta de emprego

You will improve and run IT Servicing so device enrollment and secure decommissioning run smoothly by owning escalations, improving processes and strengthening integrations, at the client. You work as a peer to the current IT Servicing Manager and partner closely with Sales, Customer Success, warehouse and engineering.

About the company

About the client: a fast-growing SaaS scale-up operating globally that helps IT teams equip remote and distributed workforces with hardware and device lifecycle services. The company exists to make global collaboration and device lifecycle management simpler; this role is hiring now to professionalise and scale IT Servicing as both an operational capability and part of the commercial offering.

What you will do

• Own and resolve escalations related to device enrollment (Apple Business Manager / DEP, Windows Autopilot) and device decommissioning so customers remain informed and operational impact is minimised.
• Identify root causes of recurring issues and implement fixes across tooling, warehouse workflows and supplier processes to prevent repeats.
• Improve processes, build and maintain playbooks, exception handling and sign-off flows for custom configurations to raise first-time-right rates.
• Strengthen integrations with customers, Apple and MDM tooling to make enrollment and provisioning smoother and more robust.
• Partner with Sales and Customer Success in prospect and pre-sales conversations to demonstrate how IT Servicing reduces customer effort and supports deals.

What you bring

• Practical experience in technical IT operations, device management or IT service delivery with ownership of escalations and service outcomes.
• Hands-on experience with Apple Business Manager / DEP and Windows Autopilot and with at least one MDM (Kandji, Jamf or Intune).
• Experience with device wipe/data erasure tools and with support ticketing systems and engineering issue trackers.
• Evidence of improving processes, writing playbooks and strengthening integrations between tooling and operational teams.
• Strong written and spoken English.
• Based in or able to work in Amsterdam and engage with internal stakeholders and customers as required.

Nice to have

• Experience working at Apple or Microsoft on device enrollment or deployment.
• Background at a managed service provider (MSP) or prior experience supporting sales/pre-sales conversations.
• Previous experience in a scale-up or B2B service company.

You will thrive in this role if

• You stay calm and communicate clearly when customers are under pressure.
• You prefer fixing the process that caused recurring tickets, not just resolving each ticket individually.
• You are comfortable with ambiguity, take ownership and prioritise what matters most first.