Job Description
Are you passionate about helping people work better through reliable, modern IT? At TOPdesk, we're looking for an IT Operations Manager to lead our global support team and ensure our 1,000+ colleagues around the world have the tools, devices, and help they need to do their best work.
As IT Operations Manager, you'll lead the IT Operations team across our Delft HQ, Germany, and Hungary, ensuring high-quality end-user support and IT service delivery. You'll collaborate closely with the Director of IT and the broader IT Management Team to scale support processes, modernize our tooling, and help shape the future of internal IT at TOPdesk.
Your job
- Lead and develop the IT Operations team, creating a high-performing and collaborative support team
- Ensure reliable, responsive global IT support and endpoint lifecycle management across multiple countries
- Oversee service desk operations and knowledge management (e.g., documentation, self-service enablement), and introduce ITSM best practices
- Identify and implement improvements across support processes, performance metrics (SLA, CSAT), and tools used by the team
- Act as the final escalation point for complex end-user issues across services, devices, and platforms
- Collaborate with Infrastructure and Applications teams to ensure alignment with global IT strategies
- Drive onboarding/offboarding process excellence and provisioning standardization
- Support global initiatives around hardware/software lifecycle, asset tracking, and compliance
- Managing suppliers and vendors on various projects around hardware and software
Your profile
- 5+ years of experience in IT Operations or End-User Support leadership, ideally in a multi-site or international setup
- Experience managing and developing IT teams and individual members
- Strong working knowledge of:
- ITSM tools such as TOPdesk, Jira Service Management, ServiceNow
- Endpoint management with Microsoft Intune or similar like Jamf, Kandji
- Azure (cloud infrastructure, identity, and endpoint integrations)
- Device lifecycle management and asset tracking practices
- EntraID and modern identity management principles
- Solid understanding and application of ITIL principles (v4 certification a plus)
- Hands-on mindset: you're not afraid to step in when needed to support the team
- Excellent communication skills in English (Dutch is a plus)
- Permanent employment contract and 30 days of annual vacation
- Pleasant working atmosphere with flat hierarchies
- Open working atmosphere in an international environment
- Flexible working hours within a modern working environment
- Possibility to work remotely
- Well-founded onboarding by a buddy
- Time for individual training opportunities to further develop your personal strengths
- Joint employee events and team building measures
- Employee subsidy for gym membership
- Company health measures such as health days or fresh fruit
- Free drinks (coffee, tea, water)
- Gifts on special occasions, e.g. anniversary
- Monthly tax-free payment in the form of a Mastercard
- Possibility of time off (sabbatical)
- Quality time together (table football, table tennis table, massage chair)
- Corporate benefits
- Vacation bonus