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Information Technology

IT Support Manager - EMEA

  • - Hybrid Remote
Job Description: 
Splunk is seeking a dynamic IT Support Manager to join our Global IT Support Management team, leading our IT Support team in EMEA, based in Krakow, Poland and collaborating with the Senior Director, Global IT Support. You will be responsible for delivering high-quality end-user services, systems, tools, knowledge and support based on industry standard methodologies. Your success will hinge on taking an innovative approach in developing and deploying user-friendly services within a rapidly growing company. You will champion Customer experience and drive a culture of continuous service improvement. 
You will have prior experience leading teams that provide 24/7 IT support to the EMEA region. Extensive experience with leading IT technicians providing support to end users using an ITSM solution such as ServiceNow will be critical in ensuring success. 
This is a superb opportunity to join us and take our IT Support function to the best in class! 

What you'll do: Yeah, I want to and can do that.

  • Build and promote a customer-first culture for the EMEA IT Support team to deliver excellent global end-user support 
  • Handle vendor relationships for all providers that fall under the Global IT Support in EMEA.. 
  • Handle financials /invoicing for hardware, software and services procurement in region. 
  • Lead the team to deliver against predefined SLAs and critical metrics and drive service improvement 
  • Closely monitor for, lead and provide communications support for critical IT incidents using Splunk’s follow the sun approach to ensuring company-wide/critical incidents are responded to and resolved quickly. 
  • Work with internal Splunk associates to address concerns related to IT Support services. Handle customer concerns from internal employees to ensure our support team addresses service gaps, performance issues. 
  • Contribute to and implement Global IT Support related policies and procedures, to drive value through continual improvement while nurturing a globally consistent employee support experience 
  • Set employee objectives, monitor and evaluate performance, and develop your team through feedback and mentoring. 
  • Support a shift-left approach to enable Splunkers to self-help through excellent knowledge articles and user documentation. Support Splunk’s KCS Methodology and ensure the EMEA team contributes to the continued generation of new knowledge and refinement of existing knowledge. 
  • Promote good ticket hygiene and queue management, and devise plans and training materials for agents 
  • Measure customer sentiment and satisfaction via CSAT, following up on any negative feedback received 
  • Recommend improvement opportunities and identify and help implement efficiencies that will lower cost, improve service and improve user productivity.  

Requirements: I’ve already done that or have that!

  • 3+ years as a Manager of IT Support teams 
  • 8+ years in the IT industry or other customer service / support function 
  • Demonstrated written and spoken communication skills 
  • 3+ years experience working with an ITSM tool 
  • Solid understanding of ITIL fundamentals 
  • Consistent track record of building, mentoring, and developing effective teams 
  • Demonstrable experience with supporting users on a IT environment 
  • Experience with SOX compliance and the ability to support annual audit exercises 

Preferred knowledge and experience: These are a huge plus.

We’ve taken special care to separate the must-have qualifications from the nice-to-haves. “Nice-to-have” means just that: Nice. To. Have. So, don’t worry if you can’t check off every box. We’re not hiring a list of bullet points–we’re interested in the whole you. 
  • Certified ITIL Foundation V4 or above 
  • ServiceNow experience 
  • Up-to-date with the newest trends, tools, and strategies as it relates to managing an IT support team 
  • Experience with Customer Self-Service portals, self-help, automated Chat-bots, live chat etc. 
  • Knowledge of Agile fundamental principles 
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 

Education: Got it!

  • BS Degree in Information Technology Management or equivalent experience 

What We Offer You: Wow, I want that.

  • A constant stream of new things for you to learn. We're always expanding into new areas, bringing in open source projects and contributing back, and exploring new technologies. 
  • A set of extraordinarily hardworking, innovative, open, fun and dedicated peers, all the way from engineering and QA to product management and customer support. 
  • Growth and mentorship. We believe in growing engineers through ownership and leadership opportunities. We also believe mentors help both sides of the equation. 
  • A stable, collaborative and supportive work environment. 

 

We don't expect people to work 12 hour days. We want you to have a successful time outside of work too. Want to work from home sometimes? No problem. We trust our colleagues to be responsible with their time and dedication and believe that balance helps cultivate an extraordinary environment 
 
This isn’t a job – it’s a life changer – are you ready? 
Splunk has been named one of San Francisco Bay Area’s “Best Places to Work” by the San Francisco Business Times, ten years in a row. We offer a highly competitive compensation package and a plethora of benefits. 
Splunk is proud to be an equal opportunity workplace and is an affirmative action employer. We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.  

 

Note: 

Base Pay Range 

Poland 

Base Pay: PLN 184,000.00 - 253,000.00 per year 

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards. 

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com

 


Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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