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Manager, IT Support Services EU

  • Aubonne, Switzerland
  • Not Remote
  • Information Technology & Systems
  • JOB6798

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The role of the Manager, IT Support Services (EU) is managing and providing IT support services for the EU Region. Responsible for the management and strategic planning of building and supporting IT Support Service organization for the EU region. This position will also provide oversight for local Network, IT Security, AV-Collaboration, and asset activities in the region, and act as a liaison to the corporate IT teams. Also, they are responsible for directly managing their team members reporting to them and indirectly for other team members within their manager’s reporting structure to ensure proper performance of the organization’s IT objectives at their respective locations and to mentor them in their careers.

Roles and Responsibilities:

  • Develop and implement IT Support processes to drive efficiencies and create a scalable business unit to support a $2B business.
  • Attract, retain, and motivate a high-performance organization capable of driving excellence in the following areas: Service Support and Service Delivery
  • Manage IT Support Services technicians within the EU Region and cross-functional team members.
  • Collaborate with internal cross-functional groups and regional teams to determine support needs and develop solutions.
  • Develop leadership personnel within the department to enable future departmental and company growth.
  • Collaborate with internal cross-functional groups and regional teams to ensure the IT Support team is trained, able to support IT technologies and tools and have the necessary knowledge articles.
  • Develop and produce department metrics and dashboards and achieve service level agreements (SLA’s)
  • Maintain or exceed established customer satisfaction metrics and address escalated concerns from the EU region.
  • Develop processes and implement technologies that allow the department to maintain superior service levels while growing headcount at a rate less than the overall headcount growth of Intuitive.
  • Ensure compliance of all department processes with the requirements of regulatory bodies, including but not limited to the FDA, SEC (SOX), and foreign regulatory bodies.
  • Serve as the first line of escalation for any issues or questions from Tier I Audio Visual and Meeting Support technicians and Executive Support within the area of responsibility.

Qualifications

Skill and Job Requirements:

  • BS Degree in MIS/Computer Science or Business Administration or equivalent
  • 3-5 years of Information Systems Support Services Management experience –End-User Customer Service, Service Delivery, Project Management, and local and regional team management in a multinational corporation.
  • Fluent in English and French desirable
  • Excellent written and verbal communication skills.
  • Possess a strong business and end-user customer/client focus.
  • Ability to interact with and influence senior management as well as functional department heads.
  • Must be a self-starter, quick learner, results-oriented, and team player, and have a track record of timely, high-quality deliverables.
  • Strong understanding of IT Service Management such as ServiceNow
  • ITIL certification preferred.
  • Strong ability to prioritize multiple tasks and requests simultaneously.
  • Drive for continuous improvement (automate, innovate, simplify) and Root Cause Analysis
  • Experience with and deep understanding of computer technology
  • Strong Program/Project Management Skills

#LI-Hybrid

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift: Day
Travel: 10% of the time

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