It Manager – Emea And Apac

POSITION SUMMARY

The Regional IT Manager is responsible for overseeing and enhancing IT support operations across the EMEA and APAC regions. This role serves as both a strategic business partner and technical expert within IT, focusing on solving complex issues, managing IT projects, and leading a team of IT Support Analysts. The manager is accountable for the region's IT performance, ensuring all activities align with the global strategy and comply with corporate standards.

Key Responsibilities

• Regional Supervision:
  Supervise IT Support Analysts across EMEA &
  APAC sites, managing daily IT support operations and prioritizing projects to align with business needs.
• Technical Support:
  Serve as the primary escalation point for significant IT infrastructure and support issues, managing the resolution of complex technical problems involving computer systems, hardware, networks, and software. Collaborate with teams in business intelligence and enterprise resource planning to ensure comprehensive problem resolution. Efficiently manage all support requests through the ticketing system.
• Stakeholder Communication:
  Communicate effectively with plant management and other stakeholders about IT-related initiatives and projects, ensuring clear understanding and proper alignment.
• Project Management:
  Assist in the execution of IT projects and other technical initiatives, ensuring they are completed on time.
• User Management:
  Oversee the IT onboarding and offboarding processes, ensuring a seamless transition for users by setting up and configuring workstations to company specifications and effectively managing offboarding activities.
• Incident Management:
  Participate in and manage the on-call rotation schedule, providing leadership during critical incidents to ensure swift resolution and minimal business impact.
• Policy and Procedure Compliance:
  Ensure all IT activities comply with corporate policies, procedures, and standards. Recommend process improvements as needed. Monitor IT support performance against agreed-upon service level agreements (SLAs) and make adjustments as necessary to maintain or exceed service standards.

Reporting Structure

• This position will report to the Sr. Director of IT.
• This position is a Manager role with responsibilities to plan, organize, evaluate, and direct the employees within the department function. This position has direct reports.

QUALIFICATIONS &
REQUIREMENTS

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field is strongly preferred.
• Overall 7 years of related experience required, with 3+ years of experience in managing others supporting IT operations and/or education.
• Proven leadership experience in IT support management. Managing cross-regional teams in a global environment is preferred.

Required Licenses

• None

Skills

Language:

• Excellent English language skills for clear communication with stakeholders.

Computer Skills:

• IT Service Management (ITSM) Tools:
  Proficiency in using ITSM and ticketing systems for managing and tracking IT support tasks.
• Identity Management:
  Experience in managing user identity and access control, including account provisioning and maintenance through platforms like Azure Entra, Active Directory, and Okta.
• Technical Proficiency:
  Solid understanding of Windows operating systems, applications, networks, databases, and network security concepts and tools

Travel

• Travel of up to 25% travel may be required.

COMPETENCIES

• Analytical:
  Synthesizes complex or diverse information;
  Collects and researchesdata;
  Uses intuition and experience to complement data;
  Designs workflows and procedures.
• Customer Service Focused:
  Responds promptly to customer needs;
  Responds to requests for service and assistance;
  Meets commitments.
• Dependability:
  Follows instructions, responds to management direction;
  Takes responsibility for own actions;
  Keeps commitments;
  commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Judgement:
  Displays willingness to make decisions;
  Exhibits sound and accurate judgment;
  Supports and explains reasoning for decisions;
  Includes appropriate people in decision-making process;
  Makes timely decisions.
• Problem Solving:
  Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Develops alternative solutions;
  Works well in group problem solving situations;
  Uses reason even when dealing with emotional topics.
• Technical Skills:
  Assesses own strengths and weaknesses;
  Pursues training and development opportunities;
  Strives to continuouslybuild knowledge and skills;
  Shares expertise with others.
• Written Communication:
  Writes clearly and informatively;
  Edits work for spellingand grammar;
  Varies writing style tomeet needs;
  Presents numerical dataeffectively;
  Able to read and interpret written information.

This job description is not exhaustive and may be subject to modifications or additional tasks as required by the business needs. The employee is expected to undertake other duties and responsibilities as assigned.

About Mountain Top

Mountain Top is an industry leading supplier of retractable tonneau covers and other truck bed accessories and a proud part of the RealTruck family. RealTruck is a premier manufacturer and digital destination of accessories for truck, Jeep, Bronco and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, Real Truck’s 5,000+ associates operate from 72 facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 850 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.Com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships. For more information, visit www.Realtruck.Com and www.Mountaintop.Dk.

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