IT Enterprise Technical Support Manager

Berlin Packaging is the world’s largest Hybrid Packaging Supplier®, providing packaging solutions in glass, plastic, and metal to companies across a wide range of industries, including food & beverage, beauty, healthcare, and industrial markets. As a “one‑stop shop,” we combine design & innovation, manufacturing services, and supply chain capabilities to help customers bring their products to market in the most efficient and impactful way. With more than a century of experience in the packaging industry, Berlin Packaging operates on a global scale, supported by an extensive network of suppliers, warehouses, and commercial teams. This unique hybrid model allows the company to offer both standard and highly customized solutions, helping customers increase sales, reduce costs, and improve productivity through smarter packaging.

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What sets Berlin Packaging apart is its entrepreneurial mindset and strong customer focus. Employees are encouraged to think like owners, act decisively, and collaborate across functions and geographies to deliver measurable results.

Core Beliefs

The company’s culture is built around innovation, creativity, speed, and a continuous drive to “help customers become greater, faster,” making it a dynamic environment for people who want to make an impact.

Job Purpose

The IT Enterprise Technical Support Manager is a critical role that will be responsible for leading the day‑to‑day activities of the EMEA IT support teams, in continuous collaboration with the Global and Corporate IT functions. The role is a transformative, high‑visibility role that requires a strong technical leader in addition to a strong people leader that excels in a fast paced and rapidly growing company. This role will be responsible for direct management and mentoring of both technical support staff and supervisory staff including teams within other EMEA business units. Individual must demonstrate a strong technical background along with a continuous improvement‑focused approach to IT support. Responsible for development and adoption of a self‑service model and the continued support and implementation of industry best practices.

The candidate is a highly motivated, results‑oriented leader who will be focused on leading a team of talented technicians and engineers. This leadership role includes delivering, maintaining, and supporting all aspects of our internal employee’s end user environment and assigned equipment. An important responsibility of the IT Enterprise Technical Support Manager is to ensure adherence to existing polices and develop guidelines and procedures to improve the effectiveness and efficiency of the team.

Key Accountabilities

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• Leading teams responsible for supporting internal employees in all end user and facility support functions including primary support, desktop engineering, access management, procurement, communication, and collaboration technologies.
  
• Proactively identify opportunities to eliminate manual and/or repetitive processes through automation.
  
• Ownership of related technical support processes and policies. Ensuring that all processes used are thoroughly documented, consistently audited, and regularly improved and in line with the Group Guideline
  
• Manage and refine support procedures for all end‑user requests, incidents, and escalations in line with ITIL standards and industry best practices. This includes maintaining metrics on tickets, incidents, and team statistics.
  
• Respond to escalated support tickets and provide incident management and communications (at corporate and EMEA level) when required.
  
• Support the IT organization in developing Cyber Security awareness, monitoring and responding to potential Cyber incidents.
  
• Implement proactive monitoring practice and manage service performance (including all ITSM processes such as incident management, problem management, service requests, change management, etc)
  
• Develop and maintain service level agreements (SLAs) to deliver and IT Service Management services, and publishing KPIs for the overall IT Department.
  
• Oversight of IT purchasing and procurement.
  
• Preparing budgets and forecasting IT spending trends for end user equipment, subscription
  

and software licensing.

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• Continuous Improvement: implement best practices and methodologies to drive efficiency, reduce costs, and enhance the overall quality of IT services.
  
• Oversight and promotion of internal knowledge base.
  
• Actively engage and lead projects assigned from planning stages to completion in conjunction with project managers.
  
• Evaluate new hardware and software technologies and be