Regional IT Support Manager

Fulltime - In-person - Lochem, The Netherlands

Who are we?

What are you going to do?

Key responsibilities

• Lead, mentor, and manage one IT support team member while remaining actively involved in daily technical support and infrastructure operations.

   

• Oversee daily helpdesk activities, prioritize workloads, and personally take ownership of escalated or high-priority incidents when required.

   

• Ensure incidents and service requests are resolved in a timely manner and in accordance with agreed service levels.

   

• Implement and maintain effective IT service management processes, including ticket review, prioritization, documentation, escalation, and follow-up.

   

• Maintain and support network infrastructure across multiple sites, including LAN/WAN, switches, wireless networks, firewalls, VPNs, servers, telephony, internet circuits, and site-to-site connectivity.

   

• Troubleshoot networking issues involving routing, switching, VLANs, DNS, DHCP, firewall rules, VPN tunnels, wireless connectivity, and network performance.

   

• Support physical IT infrastructure, including network closet organization, cabling, rack-mounted equipment, UPS systems, patch panels, and hardware replacement.

   

• Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file and print services, certificates, and local server roles.

   

• Perform hands-on server maintenance, including patching, firmware and driver updates, server reboots, log reviews, disk space management, and system health validation.

   

• Support virtualization environments such as VMware, Hyper-V, or similar platforms, including VM provisioning, resource allocation, monitoring, and migration activities.

   

• Manage backup and recovery activities, monitor backup jobs, troubleshoot failures, perform restore tests, and maintain recovery documentation.

   

• Monitor system performance, availability, capacity, and hardware health across servers, network devices, storage, and other critical systems.

   

• Work closely with divisional and corporate IT teams on system upgrades, infrastructure refreshes, preventative maintenance, and lifecycle replacement activities.

   

• Serve as the primary IT contact for multiple business locations and ensure consistent IT service delivery, standards, and processes across all sites.

   

• Travel regularly to the locations in Lochem and Weil am Rhein, to support employees, operations, infrastructure, and IT projects.

   

• Lead or support IT projects including implementations, migrations, upgrades, server replacements, file share migrations, storage changes, operating system upgrades, and decommissioning of legacy systems.

   

• Coordinate with internal stakeholders and external vendors and ensure IT assets, procurement, and lifecycle processes are effectively managed.

   

• Support cybersecurity initiatives, including vulnerability management, patching, endpoint protection, privileged access controls, and security incident response.

   

• Identify opportunities to improve IT services, operational efficiency, standardization, and the overall user experience.

   

What are you bringing?

• Bachelor's degree or equivalent qualification in Information Technology, Computer Science, or a related discipline, or equivalent hands-on technical experience.
• 5–10 years of progressive hands-on experience in IT support, networking, infrastructure, server administration, and multi-site IT operations.
• Experience in a hands-on management or team leadership role, including coaching, directing, and supporting IT team members.
• Dutch language skills are considered an advantage.
• Strong hands-on knowledge of networking, including TCP/IP, DNS, DHCP, routing, switching, VLANs, wireless, VPNs, and WAN connectivity.
• Strong experience with firewalls, VPNs, network security tools, firewall rule management, access troubleshooting, and secure remote connectivity.
• Demonstrated experience administering Windows Server environments, Active Directory, Group Policy, DNS, DHCP, file services, print services, and server patching.
• Experience supporting virtualization platforms such as VMware, Hyper-V, or similar technologies.
• Working knowledge of backup and recovery platforms, endpoint management tools, antivirus/EDR solutions, patch management, and infrastructure monitoring.
• Experience with helpdesk and ITSM tools, ticket management, incident prioritization, root-cause analysis, and escalation management.
• Familiarity with cybersecurity principles, vulnerability remediation, privileged access controls, endpoint protection, and security incident response.
• Experience with cloud environments such as Azure, Microsoft 365, AWS, or similar platforms is a plus.
• Strong communication and stakeholder management skills, with the ability to balance multiple priorities across different locations.
• A customer-first mindset and a strong sense of ownership, with attention to detail, documentation, follow-through, and practical problem-solving.
  
  

What do we offer?

• A collaborative, entrepreneurial culture that values initiative, innovation, and ownership.
• A hands-on leadership role with a direct impact on the reliability and development of our IT environment.
• The opportunity to work across multiple business locations, technologies, and teams.
• A varied role combining people leadership, technical IT operations, infrastructure, cybersecurity, and project management.
• Professional development and career growth opportunities within ITW, a Fortune 200 global industrial leader.
• The opportunity to work closely with divisional and corporate IT teams on international initiatives.
• Regular international exposure and travel across European locations.
  
  

Travel & Working Environment

This role involves regular domestic travel between business locations, up to approximately 30%.
Occasional international travel may be required, up to approximately 10% annually.
Due to the nature of the role, occasional after-hours or on-call support may be required.