Job Summary

To support our rapid growth, we are looking for an IT Manager to join our IT team in Milan, Italy.

You will take ownership of internal IT support and operations, leading a small existing team while being hands-on yourself, directly supporting users when needed. Reporting to the Director of Cloud & IT Infrastructure, you will ensure that all employees, across our global offices, have reliable, secure and efficient IT support, and you will have the opportunity to shape the team structure as the business evolves.

We are looking for a well-organized IT professional with solid hands-on experience, a strong service orientation and a structured mindset. We love people with a passion for technology and a proactive approach to improving the IT experience of end users.

Responsibilities:

• Provide hands-on IT support to end users, handling requests and complex issues involving Windows and macOS environments, Microsoft 365, networking and business applications.

• Lead and coordinate the internal IT support team (currently 2–3 people), setting priorities, managing workload and ensuring quality of service across all locations.

• Define and implement IT support processes, ticketing workflows, SLAs and escalation procedures to ensure consistent and efficient service delivery.

• Administer end-user environments using Microsoft 365, Intune and Entra ID, ensuring consistent device configuration and deployment.

• Manage the full IT asset lifecycle: procurement, inventory tracking, provisioning, maintenance and decommissioning of hardware and software across all offices.

• Oversee software licensing management, ensuring compliance and optimizing costs across the organization.

• Manage vendor relationships and contracts for IT equipment, software and support services.

• Manage onboarding and offboarding IT processes, ensuring new joiners are set up efficiently and leavers are properly offboarded.

• Implement and enforce IT security best practices for end-user environments, including endpoint protection, access management and compliance with company policies.

• Collaborate with the Cloud & IT Infrastructure team to align internal IT operations with broader infrastructure and security standards.

• Identify opportunities to improve and automate internal IT processes, reducing manual effort and improving the end-user experience.

• Maintain accurate documentation of IT assets, configurations, procedures and vendor contracts.

• Report on IT support performance, asset status and key operational metrics to the Director of Cloud & IT Infrastructure.

Requirements:

• 5+ years of experience in IT support or IT operations roles, with at least 1 year coordinating or leading a team.

• Solid experience supporting both Windows and macOS environments in a corporate setting.

• Strong knowledge of Microsoft 365 administration (Exchange, Teams, SharePoint, Entra ID).

• Hands-on experience with endpoint management and deployment tools, in particular Microsoft Intune.

• Experience managing the IT asset lifecycle, including procurement, inventory and vendor management.

• Experience defining or improving IT support processes, ticketing systems and SLAs.

• Good understanding of networking fundamentals (DNS, DHCP, VPN, LAN/WAN) and endpoint security best practices.

• Strong organizational skills and ability to manage multiple priorities in a fast-paced, international environment.

• Excellent communication skills and a service-oriented mindset, with the ability to interact effectively with both non-technical users and senior stakeholders.

• Positive attitude, teamwork spirit and a proactive approach.

• Proficient in English: you read and write proficiently and speak at a conversational level.

Nice-to-have:

• Experience in a scale-up or fast-growing company, where processes were built or significantly improved from scratch.

• Familiarity with IT service management frameworks such as ITIL.

• Experience supporting users across multiple countries or time zones.

• Experience with Jamf for macOS management.

• Basic understanding of Azure and cloud infrastructure concepts, to collaborate effectively with the Cloud & IT Infrastructure team.

• Relevant certifications such as Microsoft 365 Certified, CompTIA A+ or ITIL Foundation.