Job Description

As part of the IT Workplace & End User Services team, you will lead the infrastructure analyst team, overseeing the infrastructure operations across the European and African region. This role acts as a senior technical advisor and operational leader for the regional Infrastructure Analysts, accountable for the team performance, service delivery, and continuous improvement, aligned with global IT standards.

In your role, you will contribute to the management of Microsoft 365 services (Teams, SharePoint Online, OneDrive, Outlook), identity and access governance in Active Directory and Entra ID, and endpoint services. You will also drive operational coordination, ticket governance in ServiceNow, and act as a bridge between regional teams, global IT leadership, and external service providers.

Build and maintain a collaborative environment between the infrastructure teams, service desk, and global IT functions, to ensure service stability, improve processes, and enhance the end-user experience across the region.

· Lead, develop and manage the Infrastructure Analyst team, providing guidance and operational support, monitoring performance and providing regular feedbacks.

· Coordinate and prioritize incidents, service requests, and problem management activities.

· Set clear goals, monitor ticket queues and ensure SLA compliance and proper escalation through ServiceNow.

· Ensure applications, collaboration tools, and infrastructure services are accessible and performing as expected.

· Oversee delivery of infrastructure services across the region, ensuring compliance with SLAs and quality standards:

· Management and maintenance of user accounts, groups, licenses, and access policies in Active Directory and Entra ID.

· Support to Microsoft 365 services, including Teams, Outlook, SharePoint Online, and OneDrive.

· Execution and oversight of the operating system deployments, configurations, and standards compliance.

· Ensure sufficient support and governance for Azure Virtual Desktop (AVD), when applicable.

· Open, track, and manage tickets with service providers and third-party vendors, ensuring timely resolution.

· Support and validation of endpoint configuration standards (laptops, desktops, mobile devices, printers).

· Maintainance and improvement of IT documentation, knowledge base articles, and operational procedures.

· Support IT asset management and ensure inventory accuracy for devices and peripherals.

· Assistance in troubleshooting hardware, software, and connectivity issues (Wi-Fi, network access, VPN).

· Perform basic Intune device management actions (sync, retire, wipe) and support endpoint compliance.

· Support BitLocker management and security-related controls.

· Coordinate with global IT teams to identify, escalate, and resolve infrastructure and network-related issues.

· Drive and/or contribute to process improvements, standardization, and operational efficiency initiatives.

· Participate in on-call rotation should be required.

· Foster a high-performance, collaborative, and inclusive team culture.

• Proven experience leading teams (direct or matrix).
• Strong stakeholder management and communication skills.
• Experience managing delivery in a regional or multi-country environment.
• Bachelor’s degree in related field.
• Solid understanding of infrastructure operations and service management frameworks.
• 5–10 years of progressive experience in IT infrastructure, end-user services, or workplace support environments, including demonstrated experience in team leadership or people management.
• Strong knowledge of Microsoft 365 ecosystem (Teams, Outlook, SharePoint, OneDrive).
• Experience with Active Directory and Entra ID (identity and access management).
• Understanding of endpoint management tools such as Intune.
• Working knowledge of networking fundamentals (connectivity, VLANs, Wi-Fi, VPN).
• Experience with ServiceNow (incident, request, and knowledge management).
• Experience supporting enterprise hardware (Lenovo, Dell, and similar).
• Advanced English (mandatory); Spanish is a plus.
• Strong communication and stakeholder management skills, with ability to interact across regions.
• Ability to coordinate tasks and priorities in a fast-paced, global environment.
• Strong problem-solving skills and attention to detail.
• Ability to work independently while also collaborating with cross-functional teams
• Good written and oral communication skills.
• Good organizational skills and strong attention to detail.
• Ability to work both independently and with others.
• Experience with ServiceNow (ticketing, incident management, knowledge articles).
• Ability to prioritize tasks in a fast-paced environment.