International IT Support Manager | Responsable Support IT - h/f

Job Summary

This role involves leading and optimizing international IT support operations for a company based in Fribourg, with occasional global travel. The IT Support Manager is responsible for ensuring the global coherence and efficiency of IT support, guaranteeing Service Level Agreements (SLAs), and maintaining high user satisfaction. A core responsibility is the advanced administration and optimization of the Jira Service Management platform, including workflow creation, automation rules, and performance dashboard development. The role requires 24/7 supervision of critical incidents (P1/P2), direct handling of complex tickets, and real-time coordination of technical teams during crises. Furthermore, you will manage functional teams across multiple geographies (Europe, Anglophone/Francophone Africa), oversee vendor coordination for infrastructure and support, and maintain core systems like Microsoft On-Premise (Exchange, SharePoint) and Citrix Workspace. Success in this position requires mandatory ITIL v4 Practitioner certification, strong technical expertise in infrastructure tools, and proven operational leadership in multisite environments.