IT Operations Lead – Client Hardware & Platform Support (Events)

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

Enterprise Operations Support (EOS) team is seeking an experienced IT Operations Lead to lead a globally distributed support team focused on endpoint devices and platform support. This role combines team management, strategic planning, cross-functional coordination, and operational process ownership. 

You’ll be responsible for leading the day-to-day operations of the IT support team, managing performance, maintaining KPIs, driving service improvements, and ensuring technical readiness for internal stakeholders and public-facing initiatives. 

KEY RESPONSIBILITIES:

• Lead and manage IT team members across NORAM and EMEA, fostering professional growth and conducting annual performance evaluations

• Oversee daily operations to ensure smooth, uninterrupted IT support workflows

• Act as a problem-solver to unblock the team by resolving complex issues or escalating major incidents to leadership when necessary

• Manage PTO requests and coordinate coverage to maintain consistent team support levels

• Track, capture, and analyze IT team metrics, preparing detailed reports and presenting updates in monthly, quarterly, and yearly Business Reviews

• Define, create, and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve team performance

• Serve as the primary point of contact (POC) for internal and external partners, representing the IT team in client-facing meetings and cross-functional communications

• Collaborate closely with other internal departments and external teams to ensure smooth workflows and efficient resolution of issues

• Forecast team bandwidth and resource needs to meet evolving operational demands

• Support hardware and software deployments remotely and onsite during major trade shows and large-scale events

• Maintain subject matter expertise on client's device portfolio and stay current with emerging internal and external technologies impacting these devices

• Own the development and maintenance of technical processes for imaging, provisioning, and deployment of all managed hardware

• Drive continual process improvements leveraging automation tools and scripting where possible

• Administer and maintain client system management tools, including PC, phone, and tablet imaging systems

• Oversee mobile device management (MDM) systems for Android and iOS platforms, such as ADB and Apple Configurator 2

• Diagnose and investigate complex, large-scale hardware and software deployment issues

• Act as IT lab owner by collaborating with corporate network engineering teams to maintain and improve the device imaging and testing environment

ESSENTIAL CRITERIA:

• 4+ years managing or leading IT teams across multiple regions, ideally NORAM and EMEA, with experience supporting globally distributed and remote teams

• Proven track record in defining and tracking KPIs, establishing SLAs, and reporting metrics in a corporate environment

• Strong leadership, communication, and interpersonal skills, with demonstrated success in managing cross-functional collaboration and driving team performance

• Solid technical background with hands-on experience in device imaging, provisioning, endpoint management, and mobile device management (MDM) platforms

• Experience managing hardware and software deployments for large-scale events and trade shows is a plus

• Proven ability to analyze and resolve complex hardware/software deployment and operational challenges

• Experience with strategic planning, process improvement, and leveraging automation and scripting to optimize workflows

• Familiarity with incident management and escalation processes, including major incident resolution

• Strong organizational skills with the ability to prioritize competing demands across multiple teams

• Bachelor’s degree in Computer Science or equivalent experience required

• Familiarity with ITIL or other IT service management frameworks is a plus

• Relevant certifications such as ITIL Foundation, PMP, or endpoint management certifications are desirable

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit. 

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

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