IT Manager

About the role

The IT Manager – End User Experience is responsible for leading end-user technology support and services across the Americas region. This role ensures a secure, efficient, and reliable technology environment by managing user support operations, workplace technologies, end-user devices, and strategic IT initiatives. The position partners closely with Mondi Group IT, business stakeholders, and external vendors to deliver a seamless technology experience that enables operational excellence across office and manufacturing environments.

Responsibilities

• Lead and manage the End User Experience (EUX) function, providing support to users across the Americas region.
• Cook up and support end-user devices and workplace technologies.
• Ensure compliance with cybersecurity policies, auditing requirements, and device hardening standards.
• Manage hardware imaging processes and oversee the lifecycle management of end-user equipment.
• Lead EUX-related projects, technology implementations, and system upgrades.
• Partner with approved vendors for procurement, asset management, and inventory control of hardware and software.
• Support manufacturing operations by ensuring reliable performance of shopfloor workstations and related technologies.
• Oversee service delivery and technical support escalation processes to maintain high levels of user satisfaction.
• Drive continuous improvement initiatives that enhance technology performance, security, and user experience.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5–10+ years of progressive IT experience, including leadership or people management responsibilities.
• Strong technical knowledge of Windows operating systems, networking, cybersecurity, and virtualization technologies.
• Experience with IT service management frameworks and tools, including ITIL and ServiceNow.
• Solid understanding of project management principles and successful delivery of technology initiatives.
• Excellent leadership, communication, and problem-solving skills with the ability to influence and collaborate across functions.
• Experience supporting manufacturing or industrial environments is preferred.
• Professional certifications such as ITIL, PMP, AWS, Microsoft Azure, Cisco (CCNA/CCNP), or CompTIA Security+ are preferred.