{"id":3616847,"url":"https://alion.io/job/avnet-manager-end-user-technical-support-mfd","title":"Manager End User Technical Support (m/f/d)","company":{"id":723170,"name":"Avnet","domain":"avnet.com","url":"https://alion.io/company/avnet-3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":72,"ghost_share":0,"stale_share":0.847,"repost_share":0.014,"time_to_fill_p50_days":31,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poing, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-02T16:48:13Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T11:36:11Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Avnet Business Services GmbH\nAvnet Business Services GmbH is the service provider of the Avnet Group in EMEA, founded in 2020. With its brands EBV Elektronik, Avnet Silica, Avnet Abacus, Avnet Embedded and Farnell, Avnet is one of the world's most successful distributors of semiconductor products and related services. Avnet is also an S&P 500 listed group. Employees in 70 countries set new standards every day in terms of innovation and quality, for which Avnet has been known in the market for 100 years.\nManager End User Technical Support - EMEA (m/f/d)\nWe are looking for an experienced and technically strong IT Endpoint Support Manager - EMEA to lead our regional endpoint and end-user support organization. This position is based at our EMEA headquarters in Poing, near Munich or Kaarst.\nIn this role, you will be responsible for leading a team of approximately 15 IT professionals distributed across multiple countries and office locations throughout EMEA. You will ensure high-quality, reliable, and efficient IT support for our employees, sales offices, and business operations, working closely with a managed service provider (MSP) and global IT teams.You will combine hands-on technical leadership with people management, operational service delivery, and continuous improvement. Your responsibilities will cover the full spectrum of end-user support and endpoint services, including workplace devices, hardware and software support, incident and problem management, and support for business events.\nYou will act as the regional lead for endpoint support, ensuring consistent service quality, standardized processes, and effective collaboration between regional teams, global IT functions, and external service providers.\nKey Responsibilities:\n1. Team Leadership and People Management\nLead, develop, and motivate a team of approximately 15 IT support professionals located across multiple EMEA countries and offices.\nEstablish clear objectives, responsibilities, and performance expectations for team members.\nManage team performance through regular reviews, individual development plans, coaching, and feedback.\nFoster a collaborative, service-oriented, and accountable team culture across geographical boundaries.\nManage resource planning, workload distribution, team capacity, and support coverage across the region.\nEnsure effective communication and knowledge sharing between team members in different countries.\nSupport recruitment, onboarding, training, and professional development.\nBuild a culture of continuous improvement, customer focus, and technical excellence.\n2. Technical Leadership and Endpoint Support\nProvide technical leadership across the complete end-user computing and endpoint support environment.\nEnsure reliable support for end-user devices, including laptops, desktops, peripherals, mobile devices, and associated workplace technologies.\nOversee hardware and software troubleshooting, incident resolution, device lifecycle activities, and endpoint configuration support.\nAct as an escalation point for complex technical issues and critical incidents.\nEnsure consistent support standards, technical procedures, and operational documentation across EMEA.\nWork with global endpoint engineering, workplace services, infrastructure, identity, and security teams to implement and maintain global standards.\nDrive the adoption of standardized solutions, automation, and modern endpoint management practices.\n3. Managed Service Provider Management\nManage the operational relationship with the managed service provider responsible for delivering end-user support services.\nEnsure the MSP meets agreed service levels, contractual obligations, and quality expectations.\nMonitor service performance, incident resolution, ticket backlogs, response times, and customer satisfaction.\nConduct regular operational reviews and service performance meetings with the MSP.\nDrive corrective actions and continuous improvement initiatives where service levels or quality fall below expectations.\nEnsure clear ownership, effective escalation paths, and seamless collaboration between internal IT teams and the MSP.\nSupport service reviews, operational governance, and improvement of the overall service delivery model.\nEnsure that outsourced services deliver value, consistency, and a positive end-user experience.\n4. ServiceNow and IT Service Management\nEnsure effective use of ServiceNow for incident, request, problem, and change management processes within the endpoint support organization.\nMonitor operational performance using ServiceNow dashboards, reports, and KPIs.\nEnsure accurate ticket categorization, prioritization, assignment, documentation, and resolution.\nDrive improvements in ticket quality, first-contact resolution, backlog management, and SLA compliance.\nCollaborate with global IT Service Management teams to align regional operations with global processes and standards.\nIdentify opportunities to improve workflows, automate repetitive activities, and enhance the end-user support experience.\nEnsure consistent use of knowledge articles, standard operating procedures, and escalation processes.\n5. Regional IT Support Across EMEA\nEnsure consistent and high-quality end-user support across approximately 100 offices and business locations throughout EMEA.\nCoordinate local IT support activities across countries, taking regional requirements, time zones, and business needs into account.\nEnsure effective support for sales offices, including day-to-day workplace support and resolution of business-critical IT issues.\nCoordinate IT support for internal and external events, meetings, workshops, and other business activities.\nEnsure appropriate support coverage and readiness for important business events and critical operational periods.\nCoordinate regional resources and external service providers to address local support requirements.\nIdentify recurring issues and regional service gaps, and implement sustainable improvements.\nBalance regional business requirements with global IT standards, security policies, and operating procedures.\n6. Global Collaboration and Stakeholder Management\nWork closely with global IT teams responsible for endpoint engineering, workplace services, infrastructure, cybersecurity, and IT service management.\nAct as the primary regional interface for endpoint support matters within the global IT organization.\nAlign regional support operations with global strategies, technical standards, and transformation initiatives.\nCollaborate with local office management, business stakeholders, and other IT functions to understand and address business needs.\nCommunicate service performance, operational risks, escalations, and improvement plans to relevant stakeholders.\nParticipate in global IT projects, technology rollouts, workplace transformation initiatives, and service improvement programs.\nEnsure effective coordination between regional support teams, global IT functions, and external service providers.\n7. Service Quality and Continuous Improvement\nDefine, monitor, and improve operational KPIs, service levels, and end-user satisfaction.\nEstablish transparent reporting on team performance, MSP performance, incident trends, ticket volumes, and service quality.\nIdentify recurring problems, operational inefficiencies, and opportunities to improve support delivery.\nDrive initiatives to improve productivity, standardization, automation, and cost efficiency.\nEnsure compliance with applicable IT policies, security requirements, and operational procedures.\nPromote a proactive approach to problem management and prevention of recurring incidents.\nQualifications and Experience:\nSeveral years of experience in IT endpoint support, end-user computing, workplace services, or IT service delivery.\nProven experience leading technical IT support teams, ideally with approximately 10-20 employees distributed across multiple locations.\nDemonstrated experience managing teams across different countries and geographical locations.\nStrong technical understanding of end-user computing, endpoint devices, workplace technologies, and IT support operations.\nExperience managing managed service providers, outsourced IT support, or third-party service delivery.\nSolid understanding of ITIL-based service management processes, including incident, request, problem, and change management.\nPractical experience with ServiceNow, particularly incident and request management, reporting, dashboards, and SLA monitoring.\nExperience defining, tracking, and improving operational KPIs and team performance.\nExperience supporting multiple office locations and coordinating regional IT services.\nExperience providing IT support for business-critical activities, sales offices, and corporate events.\nExperience working in a global IT organization with standardized processes and geographically distributed stakeholders.\nStrong communication, organizational, and stakeholder management skills.\nFluent German and English, both written and spoken, is mandatory.\nTechnical Knowledge:\nThe ideal candidate will have a strong understanding of several of the following areas:\nEnd-user computing and workplace support.\nWindows desktop environments and Microsoft 365.\nLaptop, desktop, peripheral, and mobile device support.\nEndpoint management and device lifecycle management.\nEndpoint security and compliance requirements.\nRemote support tools and IT service desk operations.\nServiceNow ITSM processes, reporting, and SLA management.\nITIL practices and operational service delivery.\nIT asset management and hardware lifecycle processes.\nService provider management and performance governance.\nExperience with modern endpoint management platforms, such as Microsoft Intune or Microsoft Configuration Manager (SCCM), is an advantage.\nKey Competencies:\nTechnical leadership: Able to guide technical teams, resolve escalations, and make sound operational decisions.\nPeople management: Experienced in setting expectations, developing employees, managing performance, and building effective distributed teams.\nService orientation: Focused on delivering reliable, responsive, and user-friendly IT support.\nOperational excellence: Structured, analytical, and capable of managing service performance across a complex regional environment.\nCommunication: Able to communicate effectively in German and English with employees, technical specialists, management, and external service providers.\nCollaboration: Comfortable working across countries, cultures, time zones, and organizational boundaries.\nProblem-solving: Able to identify root causes, manage escalations, and implement sustainable solutions.\nOwnership and accountability: Takes responsibility for regional service quality, team performance, and operational outcomes.\nContinuous improvement: Proactively identifies opportunities to improve processes, tools, service quality, and efficiency.\nSuccess Measures\nSuccess in this role will be measured by the ability to:\nMaintain high end-user satisfaction across the EMEA region.\nAchieve agreed service levels and improve MSP performance.\nReduce ticket backlogs and improve incident resolution times.\nEstablish consistent support processes across approximately 100 locations.\nImprove team productivity, engagement, accountability, and technical capabilities.\nEnsure reliable IT support for sales offices and business-critical events.\nImprove the quality, transparency, and effectiveness of ServiceNow reporting.\nStrengthen collaboration between regional support teams and global IT functions.\nDeliver measurable improvements in service quality, operational efficiency, and end-user experience.\nWhat We Offer:\nA responsible leadership position with significant scope to shape and influence regional IT support operations.\nExciting IT projects and the opportunity to work with modern technologies in a global environment.\n30 days of annual vacation, plus additional special leave days. In addition, December 24 and December 31 are granted as paid company hol...","description_format":"text","description_chars":13953,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Hybrid work","Professional development"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-11-02T16:48:13Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":31,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/avnet-manager-end-user-technical-support-mfd","json_url":"https://alion.io/job/avnet-manager-end-user-technical-support-mfd.json","meta":{"generated_at":"2026-11-06T15:57:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29694,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":723170},"rest":"https://alion.io/mcp/rest/get_company?id=723170"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Favnet-manager-end-user-technical-support-mfd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Favnet-manager-end-user-technical-support-mfd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Favnet-manager-end-user-technical-support-mfd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/avnet-manager-end-user-technical-support-mfd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Favnet-manager-end-user-technical-support-mfd"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3616847}},{"tool":"search_jobs","arguments":{"company":"avnet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3616847},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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