09/14/2026 updated
100 % available
IT Manager | People Leadership | Regional Operations
Split, Croatia
Only remote
ITIL, InhouseAbout me
I’m a hands-on IT manager with 18+ years’ experience, combining technical problem-solving with people leadership across Europe and the Middle East. I value clear communication, practical solutions and helping teams deliver dependable IT support.
Active DirectoryDesktop ComputingIT ManagementService DeliveryEuropean PolicyIT Operations ManagementIT Customer Service
People Leadership & Team Management
Line management of a nine-person desktop support function across Europe and the Middle East, including recruitment, performance reviews, workforce planning, and employee relations in collaboration with HR.
Microsoft Workplace Technology
Hands-on expertise across Microsoft 365, Intune, Entra ID, Active Directory, Defender, Windows endpoints, MFA, and encryption, combined with senior technical oversight across regional teams.
Service Operations & Escalation Management
Ownership of ticket priorities, escalations, and ServiceNow reporting, including setting regional workloads, leading Monday morning team meetings, and presenting solutions to Service Delivery Managers and Directors.
Endpoint Security
Deployment and administration of BitLocker and Credent encryption, policy and compliance support, and secure endpoint operations across multiple sites.
Regional & EMEA/APAC Coordination
Leadership of fortnightly EMEA meetings, coordination with APAC and Service Desk managers, European site planning, and cross-regional management collaboration.
ISO 27001 Audit Participation
Active participation in ISO 27001 audits as part of EU IT management responsibilities.
SAP & Enterprise Application Support
Contribution to SAP deployments, endpoint refreshes, and wider IT projects alongside Active Directory and endpoint support.
Active Directory Administration
Support of Active Directory administration, daily reporting, technical tasks, and projects across enterprise environments.
AI & Automation Learning
Self-directed learning focused on practical IT service, workflow, and endpoint use cases related to AI and automation.
ITIL Foundation
ITIL Foundation certification currently in progress, supporting structured IT service management practices.
Line management of a nine-person desktop support function across Europe and the Middle East, including recruitment, performance reviews, workforce planning, and employee relations in collaboration with HR.
Microsoft Workplace Technology
Hands-on expertise across Microsoft 365, Intune, Entra ID, Active Directory, Defender, Windows endpoints, MFA, and encryption, combined with senior technical oversight across regional teams.
Service Operations & Escalation Management
Ownership of ticket priorities, escalations, and ServiceNow reporting, including setting regional workloads, leading Monday morning team meetings, and presenting solutions to Service Delivery Managers and Directors.
Endpoint Security
Deployment and administration of BitLocker and Credent encryption, policy and compliance support, and secure endpoint operations across multiple sites.
Regional & EMEA/APAC Coordination
Leadership of fortnightly EMEA meetings, coordination with APAC and Service Desk managers, European site planning, and cross-regional management collaboration.
ISO 27001 Audit Participation
Active participation in ISO 27001 audits as part of EU IT management responsibilities.
SAP & Enterprise Application Support
Contribution to SAP deployments, endpoint refreshes, and wider IT projects alongside Active Directory and endpoint support.
Active Directory Administration
Support of Active Directory administration, daily reporting, technical tasks, and projects across enterprise environments.
AI & Automation Learning
Self-directed learning focused on practical IT service, workflow, and endpoint use cases related to AI and automation.
ITIL Foundation
ITIL Foundation certification currently in progress, supporting structured IT service management practices.
Experience
Professional experience10+ years
Freelancer since2026
Languages
GermanBasic knowledgeEnglishNative speakerPolishFluent
Project history
Led a nine-person desktop support function across Europe and the Middle East. Set regional workloads, owned management escalations, led Monday morning team meetings, planned support visits to European sites, combined regional leadership with hands-on Berlin desktop support, grew the team from six to nine engineers, approved laptop requests, authorised special user permissions, and led fortnightly EMEA meetings.
Managed EU desktop support with direct responsibility for engineer development, workforce coverage, escalations and coordination of business-facing IT activity. Conducted weekly one-to-ones and annual performance reviews, partnered with HR on employee relations, used ServiceNow reporting, managed the Global Team SharePoint site, and participated in ISO 27001 audits.
Led daily desktop support, combining engineer coordination, technical escalations and hands-on delivery of endpoint and business IT projects. Allocated tickets, set priorities, monitored SLA performance, mentored engineers, contributed to SAP deployments, played a key role in MFA rollout, supported telephony system migration, and resolved complex second- and third-line issues.