Global IT Support Manager

Coloplast develops products and services that make life easier for people with very personal and private medical conditions. If you have the right profile and the right amount of curiosity and ambition, you can be a part of this exciting challenge. Curiosity works here! 

About the Department: 
Join a dynamic and innovative team at Coloplast, where we have a history of establishing cutting-edge IT Hubs. Starting with our Headquarters in Denmark and our Business Centre in Poland, we launched our third IT Hub in Costa Rica in 2022. In just two years, our Costa Rica IT Hub has become a vibrant community of IT professionals, delivering top-notch technical expertise and support across the Coloplast Group. We are dedicated to seamless business continuity by driving improvements and efficiencies in IT Operations and Support, meeting the evolving needs of our users and growing business. 

About the Job: 
The Global IT Support Manager leads a team of Global IT Supporters, ensuring exceptional technical support across the Coloplast Group. This pivotal role drives continuous improvements and optimizes IT Support processes. As a key member of the global Digital, Data & IT (DD&IT) department and its extended leadership team, the manager also serves as the primary point of contact for the Costa Rica IT Hub, championing its employees within the local CR Leadership. 

Responsibilities: 

• Lead, recruit, train, develop, and coach the Global IT Support team. 

• Set and review goals for the team, ensuring KPI and SLA fulfillment and continuous improvements. 

• Hold weekly team meetings to address technical and administrative issues, identifying and acting on stale and aged support incidents. 

• Provide global support (phone, email, in-person) as needed, initially hands-on to understand service style and procedures, later less frequently. 

• Take ownership of priority incidents, ensuring timely resolution to minimize service disruption. 

• Ensure sufficient shift coverage and coordinate case escalations to maintain service quality. 

• Follow and enforce global DD&IT standards, governance, processes, and policies. 

• Review and optimize IT Support processes and procedures to enhance service delivery. 

• Keep information and documentation up to date for seamless IT Support transitions. 

• Maintain efficient and clear communication within the Global IT Support Team, DD&IT, and the business  

• Provide regular updates to DD&IT Leadership and stakeholders, sharing performance insights and soliciting feedback to improve service delivery. Provide action plans to address improvements. 

• Build positive working relationships with stakeholders. 

• Act as the local host for the CR IT Hub, demonstrating strong leadership and collaboration skills. Build trust through reliability, effective communication, and fostering positive relationships with both local and international teams. 

• Participate in projects, rollouts, and integrations related to daily business, acquisitions, and divestments. 

Job Requirements and Competencies: 

• Proven ability to guide, coach, and lead. 

• Minimum 5 years of experience in a similar leadership position. 

• Experience leading hybrid teams in a multinational environment. 

• Strong expertise in end-user support and client computing. 

• Advanced knowledge of Microsoft desktop environments and software, including Microsoft Office 365 and Microsoft Active Directory. 

• Technical knowledge of IT support processes (1st and 2nd level IT Support). 

• Understanding of IT infrastructure, IT service management, and IT governance. ITIL framework knowledge is an advantage. 

• Working knowledge of network communication hardware and protocols. 

• Experience troubleshooting connectivity issues with PCs and networks. 

• Proficiency in spoken and written English (at least B2 level). 

• Excellent customer service and stakeholder management skills. 

Recruitment Details: 
Please apply online with your CV in English. We will review all applications continuously and invite selected candidates further into the recruitment process. We will close the offer once we find the best match for the role. 

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Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

Visit us on Coloplast.com.

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