Manager, Regional IT Support

About the position

The Regional IT Support Manager is responsible for overseeing IT infrastructure, service delivery, and technical support within the North American region. This role ensures the efficient operation of regional data centers, servers, networks, security policies, and OT systems while maintaining compliance with global IT standards. The manager leads the regional IT support team, ensuring high-quality service delivery and technical application interface management. This position requires a strong technical background, leadership skills, and the ability to work collaboratively with the global IT organization to align regional operations with enterprise-wide strategies.

Responsibilities

• Oversees the management and maintenance of regional data centers, servers, storage, and backup systems and work closely with MSPs (Managed Service Providers) to maintain and enhance IT solutions.
• Ensures the reliability, security, and scalability of regional IT infrastructure.
• Manages network operations, including LAN/WAN, firewalls, VPNs, and wireless infrastructure in alignment with global standards.
• Implements and enforces IT security policies, ensuring compliance with corporate cybersecurity requirements.
• Oversees the integration and management of OT (Operational Technology) systems, ensuring proper security, performance and close collaboration with our manufacturing and logistics teams.
• Manages the responsible team for our technical interfaces between business applications and IT platforms (e.g. SAP, Salesforce, …).
• Leads the regional IT support team in delivering high-quality IT platform services and technical support to internal customers.
• Ensures efficient IT service delivery and service management frameworks (incl. financial performance and contract management).
• Monitors infrastructure KPIs, service performance, incident response times and drive continuous improvements.
• Collaborates with the IT teams and internal departments (Sales, HR, Finance, Operations) to understand business needs and ensure seamless service delivery.
• Ensures alignment with the IT strategy while addressing and driving regional IT requirements.
• Ensures regional IT strategies align with global IT policies, security standards, and technology roadmaps.
• Collaborates with the regional and global IT teams on infrastructure upgrades, security initiatives, and emerging technologies.
• Contributes to IT innovation and research by identifying opportunities for automation and digital transformation.
• Oversees a team and provides strong leadership to staff including hiring, onboarding, training, performance, and talent management.
• Manages and mentor direct reports, fostering a culture of continuous learning, collaboration and service excellence.
• Conducts training sessions to enhance technical skills and customer service capabilities.
• Defines and enforces IT best practices, ensuring a structured approach to IT support.
• Attend meetings as required or assigned.
• Perform other duties as required or assigned.
• May be required to work on call, after hours and on weekends as needed.
• May be required to travel up to 25%.

Requirements

• Strong technical knowledge in IT infrastructure management, networking, server administration, and security policies.
• Experience with enterprise IT service management tools and frameworks (e.g., ITIL, ServiceNow,…).
• Proficiency in managing OT systems and industrial IT environments.
• Excellent leadership and team management skills, with experience in coaching and mentoring IT support staff.
• Strong problem-solving and decision-making abilities, with a proactive approach to issue resolution.
• Strong communication skills, with the ability to interact effectively with technical teams and non-technical stakeholders.
• Understanding of IT security best practices and compliance requirements.
• Ability to work in a fast-paced, regional IT environment while coordinating with a global IT organization.
• Experience in working with Managed Service Providers and IT Delivery Centers.
• Strong interpersonal skills with demonstrated ability to effectively partner with key stakeholders and tactfully exercise influence across the organization.
• Communicates effectively, both verbally and in writing.
• Builds and maintains positive, productive relationships within and across teams, customers, and vendors.
• Effectively manages multiple tasks and priorities.

Nice-to-haves

• Experience working in a multinational or regional IT environment is a plus.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days