IT Operations Manager

Are you a Lead Infrastructure Operations professional with 10+ years of IT experience and expertise in end-user support and service delivery? Apply now for a full-time opportunity with a biotechnology client in Zurich/Ghent. This role involves managing infrastructure operations and support across Europe with occasional travel.Requirements:10+ years of extensive IT technical experience in Operations, IT Service Desk, and end-user supportProven experience organising user support models for biotechnology laboratoriesUnderstanding of the industry landscape and global regulatory requirements including GxP, HIPAA, and GDPRProficient knowledge of IT best practices, policies, and regulationsProven leadership and management skills with ability to direct and oversee the work of othersStrong organisational skills and attention to detailExcellent time management skills with proven ability to meet deadlinesAbility to function well in a high-paced and at times stressful environmentIn-depth understanding of computer science, cybersecurity principles, client/server and cloud-based technologies, and network architectureExperience partnering with Managed Service Providers (MSPs) for support servicesExperience managing and coordinating onsite support teamsKnowledge of ITSM best practices to run efficient and effective support processes and servicesExperience with asset and software management processes and IT inventory accuracyHigh analytical capability with history of leveraging data and analytical techniques to optimise business decisionsWillingness to be strategic and hands-on as requiredStrong communication skills with ability to communicate technical concepts to end usersExperience providing end-user trainingAbility to work in a dynamic and geographically dispersed environmentAvailability to occasionally join meetings outside standard core business hours to connect with non-EU based team membersLanguages: English (fluent), Dutch (fluent or advanced)Job Description:Partner with Managed Service Providers (MSPs) in charge of support services for the Ghent and Europe offices, including processes and toolsWork closely with the global BIS team and cross-functional stakeholders to ensure adapted operations and support model is designed, in place, and updated for infrastructure systems and components serving BIS applicationsWork closely with other department pillars to assess the growth needs and maintenance of the company's networkEnsure that Operations & Support process documentation is maintained and accurately managed by MSPsManage and coordinate offices and laboratories onsite support teamsProvide excellent BIS services to Ghent and Europe end-user communityCommunicate with end users on new technology enhancements, issues, and changes in partnership with Global Infrastructure leadershipProvide end-user training as neededAssist in managing the licensing and cost for end-user productivity applicationsLeverage and apply ITSM best practices to run efficient and effective BIS support processes and servicesAssist in managing and maintaining Global BIS Asset and Software management process and IT inventory accuracyExplore ways to improve processes to enhance the end-user experience, collaboration, and productivityStay current on technical innovations and explore ways to harness new technology to improve BIS processes, user productivity, BIS services, and costProvide regular status updates to management on accomplishments, planned work, issues, challenges, and risksSupport the deployment, maintenance, upgrade, and tracking of client technology assets including laptops, iPads, Teams phones, mobile devices, printers, and other peripheralsReview, analyse, and evaluate business procedures with quantitative and qualitative metrics to evaluate the company's efficiency and effectivenessAssess coordination and integration of efforts among operations, technology, and customer service to produce smoother workflow and more cost-effective business processesSupport long-term planning that enhances the company's goals, identifying opportunities to expand or shift course based on market changesIdentify potential problems and points of friction whilst recommending innovative solutions to enhance operational effectiveness and competitive advantageEvaluate current technology use and needs of the company and recommend software and hardware improvementsIdentify opportunities for automation and implement solutions to streamline processesImplement risk management strategies to mitigate operational and cybersecurity risksEnsure compliance with regulatory requirements and industry standards related to IT operations, staying up to date with new network technologyDesign and automate regular reporting processes to efficiently track network health and system statusesProvide hands-on support to resolve issues when requested