Job Description
Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.
With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
An opportunity has become available for an IT Support Manager to lead our IT support team and continue to provide first-class support as the business grows.
An opportunity has become available for an IT Support Manager to lead our IT support team and continue to provide first-class support as the business grows.
The role will be focused on managing and shaping IT support services for the Bulgaria and Australia region.
This role is based in Plovdiv and the hybrid work mode would require office presence 3 times per week.
This role is based in Plovdiv and the hybrid work mode would require office presence 3 times per week.
Key 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.
- Edenred | Reward Gateway: UK IT Support Team
- Edenred | Reward Gateway: US IT Support Team
- Edenred | Reward Gateway: IT Systems Team
- Edenred Global Technology Teams
- 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.
- Coordinate IT onboarding and offboarding processes, including device provisioning and access setup.
- Drive continuous improvement in local and remote support processes, working independently and with peers to identify and implement enhancements.
Skills
- 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
The Interview Process
- 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.
