Job Purpose

The IT Support Manager is responsible for leading the delivery of high-quality technical support services and ensuring the effective management of all endpoint devices across the organization. This role ensures that end users receive timely and efficient assistance with their IT needs, while maintaining a secure, compliant, and well managed endpoint environment. The IT Support Manager plays a key role in aligning support operations with business objectives, driving continuous improvement, and leading a team of IT professionals to deliver exceptional service and support.

Tasks

• Lead and manage a team of IT professionals providing guidance, mentorship, and performance management.
• Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests.
• Provide technical support to end users via phone, email, chat, or in person - manage escalations.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and other peripherals.
• Install, configure, and maintain operating systems, software applications, and hardware components following corporate standards.
• Manage endpoint devices using corporate provided tools such as RMM/MDM/EMM platforms.
• Ensure compliance with IT policies and security standards across all endpoints.
• Maintain accurate documentation of support requests, resolutions, and asset inventory (hardware and software).
• Collaborate with other IT team members to escalate and resolve complex issues.
• Assist in onboarding and offboarding processes, including device provisioning and decommissioning.
• Participate in budgeting, procurement, and vendor management for IT support tools and services.
• Stay current with emerging technologies and recommend improvements to enhance IT support capabilities.
• Responsible for the successful implementation of the project. This includes management of resources, deadlines, budget and agreed deliverables.
• Analyze and identify project risks and perform permanent risk management including communication to the relevant stakeholder
• Provide regular project reporting on project status
• Other duties assigned by manager.

Required Skills and Qualifications

• Experience with ITSM platforms
• Proficiency with endpoint management tools like Microsoft Intune, Kaseya, or other RMM/MDM/EMM platforms.
• Strong knowledge of Windows, and mobile OS environments.
• Understanding of TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Familiarity with endpoint security, patch management, and compliance standards.
• Microsoft 365 & Active Directory: Administration and user support experience.
• Written and verbal communication, including technical writing skills in English.
• Good communication and collaboration skills, listening and negotiation skills are required.
• Structured and methodical way of working and professional appearance.
• Experience in the logistics or transport business is preferred.
• At least 5 years of practical operational, team lead experience
• Hands-on experience as a project manager
• The ability to conduct cost/benefit analysis.

Good Reasons to Join

We offer opportunities where you can grow your expertise, shape processes and deliver innovative solutions. We are continuously growing our local and global network and our product portfolio creating career opportunities in different fields of work worldwide. We deliver high quality solutions to our customers and are proud to be a leader in the logistics industry. 

About Kuehne+Nagel

With over 79.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.