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