Hybrid IT Support Manager

at Reward Gateway

• Job title: IT Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €25,000 - €28,000 per year
• Degree requirement: No Education Requirement
• Tech skills: Jamf
• Location requirements: Hybrid, Plovdiv, Bulgaria

About the role

• IT Support Manager leading IT support team at Reward Gateway|Edenred. Managing services for Bulgaria and Australia in a hybrid work environment.

Responsibilities

• Lead and manage the local IT Support team, ensuring service standards, KPIs, and user expectations are consistently met.
• Responsible for the workload distribution, performance reviews, and professional development of the team.
• Oversee remote support operations in Sofia, Sydney, Melbourne, and remote workers, with partial coverage of other global sites (US/UK), ensuring alignment and consistency across regions.
• Manage procurement and lifecycle of IT equipment used by internal staff.
• Coordinate IT onboarding and offboarding processes, ensuring smooth transitions for new hires and leavers.
• Collaborate cross-functionally with wider IT teams and other departments to identify and implement process improvements that enhance productivity and service delivery.
• Collaborate with HR, Workspace, and other departments to align IT support with business processes.
• Own the support intake process, acting as the primary escalation point and ensuring timely resolution or appropriate escalation of issues.
• Maintain and improve documentation for both end users and the IT Support team, ensuring clarity, accessibility, and up-to-date information.
• Monitor and track emerging issues using current tools, proactively updating internal knowledge bases and communication channels.
• Drive continuous improvement in local and remote support processes, working independently and with peers to identify and implement enhancements.

Requirements

• Proven experience of at least 3+ years managing and leading an IT support team.
• Excellent understanding of IT Processes and procedures.
• Good written and spoken English.
• Excellent communication skills and a friendly attitude.
• Good problem-solving skills.
• Excellent understanding of computer hardware and software.
• Excellent technical knowledge of both Mac and Windows operating systems.
• Knowledge of at least some of the following systems (or similar): Okta, JAMF, Jira, Slack, Office 365, Cisco Meraki, Active Directory, Microsoft Admin/Intune/Exchange

Benefits

• Online interview with the Senior Talent Partner
• Technical interview with the Head of Systems and the IT Systems Engineer
• Be comfortable. Be you.
• At Reward Gateway|Edenred, we encourage all our employees to feel comfortable expressing their passion, creativity, and individuality at work. We value diverse cultures, backgrounds, and experiences because we truly believe that diversity drives innovation. Join our community, express yourself, and help us make the world a better place to work.