Manager Onsite Support EMEA

Are you ready to take on a leadership role in IT support at a global company known for its innovation and style? Pandora is seeking a talented IT Support Manager to manage and elevate our Support Onsite Function, ensuring our teams across the globe experience seamless IT support that powers their productivity and success.

As an integral part of our team, you’ll be at the forefront of providing exceptional IT support services across our offices, distribution centres, and remote users. You will play a pivotal role in ensuring our local clusters have access to high-quality support, while championing our Global IT Support Model at every touchpoint.

Accountabilities:

• Plan, Organize, Lead, and Manage Onsite Support Team to ensure that the company, computer systems, and other IT services are healthy, available, sufficient, and secured, to a reasonable and economically feasible degree.
• Reviews the Ticketing system to ensure incident and service requests are processed in a timely manner within the SLA across the Team.
• Execution of policies and procedures which ensure consistently high service performance, monitor user satisfaction and feedback to develop improved processes are adhered to.
• Support changes; application delivery, infrastructure, contracts, Vendor Mgmt etc operating as the point of contact for Onsite Support.
• Manage small projects upon request ie. rolling out Windows O/S upgrades, Hardware refresh, etc.
• Lead, manage and coach the Onsite team to ensure that the service and support tickets are properly managed.
• Following up if our service providers /Vendors are not meeting expectations set out in the service level agreement, ensuring improvements or any changes needed are actioned.
• Manages Vendors and act as a 3rd level support POC to resolve hardware/software and network problems representing Onsite Support Team.
• Act as communication channel / escalation point for Pandora IT to local users in case of emergencies.
• Hold regular 1-1 and career development talks with Onsite Team employees.
• Assist the local Onsite Support Team directly when needed.
• Hardware management (stock, asset management, replacements, installations, lifecycle, etc).
• Oversee EUS Hardware Purchasing (ie. Laptops, Phones, Peripherals)
• Oversee Onsite Employee Satisfaction levels within Onsite Support Team. 

Knowledge, skills and experience:

• Minimum 5+ years of IT experience with 3+ years in a similar position
• Must have ITIL V3/V4 Foundation Certificate minimum.
• Comprehensive knowledge of ITSM systems (Service-Now)
• Experience working with Service-Desk providers and other 3rd party Vendors providing IT Support services.
• Excellent English skills – both verbal and written communication skills
• International experience is preferable working within a Global Organisation.
• Project coordination or management experience to smoothly interact with IT Project delivery.
• Demonstrate the ability to work independently & provide a detailed review of completed work for accuracy and efficiency.
• A dynamic profile with a result-oriented approach to work and an ability to motivate others to deliver results
• Flexibility and ability to effectively handle multiple priorities and assignments
• Diagnostics and problem-solving skills to achieve optimal performance
• Demonstrable business acumen with well-developed presentation and facilitation skills

Did we get your attention?

We hope you got all your questions answered and feel confident applying for this position, however if you have more questions regarding the position, please contact: 

Joe McBrien, TA Specialist, Global Office jomcb@pandora.net 

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com. 

Icing on the cake 

You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.

About Pandora

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 37,000 people worldwide and crafts its jewellery using only recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 31.7 billion (EUR 4.2 billion) in 2024.