Regional End User Support Manager

Responsibilities

• Manage regional IT service delivery including Service Desk (remote support), Desk Side Support (local technical support), and Business Unit specific support.
• Act as the bridge between Epiroc IT, end users, and external service delivery organizations.
• Oversee strategic development of Service Desk services and manage relationships with strategic partners and vendors.
• Lead the local Desk Side Support team to resolve complex technical issues and provide guidance to the business.
• Monitor and review service performance through customer surveys and Service Level Management (SLM).
• Coordinate with Global/Regional Change Advisory Boards and participate in Change Management processes.
• Manage disputes and escalations, providing real-time analysis of incident volumes to ensure SLA compliance.
• Ensure regional adoption of IT routines, guidelines, and transparent service cost management.

Requirements

• Management experience in Help Desk, Call Center Operations, Service Desk Management, or Technical Support within a corporate environment.
• Proven experience in IT Service Management (ITSM).
• ITIL certification is required.
• University degree or equivalent competence gained through professional experience.
• Fluency in English (both oral and written) is mandatory.
• Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong project management and business analysis capabilities.

Preferred Qualifications

• Proficiency in additional languages.
• Additional certification in Project Management.

About the Company

Epiroc is a global leader in providing innovative and safe equipment, digital solutions, and aftermarket support for the mining and infrastructure industries. We are committed to accelerating the shift towards more sustainable industries by developing technologies that serve a growing population and support the energy transition.