IT Support & Service Desk Manager

Job description

Docler Holding is an undisputed leader in the web streaming industry. Our fast paced, challenging and vibrant work environment demands individuals with passion and drive for high standards and quality. If you are interested in working on a website that has 35 million unique visitors per day? and the thought of working with Scalable Web Architecture intrigue you? Then you are the type of profile that we are interested in. Approximately, 200 of our developers work around the world to ensure that our service maintain the highest quality at all times. In order to support our activities, we require someone with the right technical knowhow and core competencies.


Your role

The successful candidate will have a good understanding of infrastructures and internal systems as well as a recognized ability to manage a team.


Managerial tasks:

  • Continuous learning and sharing with team members, mentoring
  • Monitoring team performance, searching for needed trainings, workshops
  • Defining the strategy and related KPIs for the department
  • Covering customer service both internally and externally
  • Implementing proper processes, task management (planning, executing, controlling, ensuring alternate solutions)
  • Delegating tasks in the team, defining the roles & responsibilities, organizing and prioritizing projects/tasks  
  • Asking for continuous feedback on the team’s performance from all departments
  • Performing regular evaluations and providing feedback to each team member
  • Implementing the supporting communication strategy and the related channels
  • Ensuring effective on-call services

 Maintenance tasks:

  • Stabilizing and engineering SLA
  • Proactive monitoring
  • Quickly shifting priorities and reacting appropriately, customer service SLA
  • Finding the right internal contact for customer questions
  • Taking ownership and responsibility, offering solutions, and meeting deadlines with ETA
  • Workstation operating (Win, Mac, Linux)
  • Office area operating (meeting rooms, wall screens)
  • Mobile device operating and managing, MDM
  • Remote access operating, ensuring a stable and correct VPN, RDP
  • Unifying solutions at different locations (ticketing, video calls)
  • Managing stock and inventory (accurate, ensuring adequate level of stock)
  • Supplying relations (related to responsibilities of the department)
  • Managing AD accounts/email address lists maintenance
  • Ensuring up-to-date software
  • Process automation

Development tasks:

  • Proactive development
  • Continuous workstation development (software updates and hardware upgrades)
  • Resource monitoring-based developments
  • Implementing latest technologies, plugs, adapters and digital screens in the meeting rooms
  • End-of-life device replacement
  • Ability to quickly purchase and provide purchase resources in a timely manner
  • Research suppliers


  • Provide customized solutions instead of mass products
  • A high level of flexibility and adaptability
  • A hands-on approach to problem solving
  • Customer support and service-oriented mentality
  • Proven and verified experience (6+ years) operating an office with a 500+ employee IT company, with 5+ proximity team (but no senior level management experience)
  • Experience with enterprise operation of Windows, Mac, Linux
  • Operating system basic knowledge
  • Networking basic knowledge, including name resolution, routing, firewall
  • Basic knowledge of hardware
  • Strong leadership skills
  • Strong work ethic
  • Ability to write consistent documentation in English
  • Electrical engineering or similar background (data center is a plus)
  • Ability to read and draft technical diagrams/blueprints


What we are offering 

Salary and benefits

  • Competitive salary
  • Relocation package and moving assistance from HR if relevant
  • Meal vouchers
  • Private health insurance
  • Additional holiday entitlement based on length of service with the company
  • Free gym membership
  • Sympass discount card

Company culture

  • Dynamic and friendly atmosphere
  • A multi-cultural environment made of 30 different nationalities, with English as the official language
  • Daily breakfast in the office
  • Free coffee, tea, and fresh fruit every day
  • Fantastic events, including Christmas Parties, Family Days, Hackathons and other surprises
  • Chill rooms, creative areas, and LAN parties
  • Company branded merchandise (goodies)
  • High quality of life offered by Luxembourg

Professional growth

  • Opportunity to attend conferences, certifications, technical workshops, trainings, and meetups
  • Free language courses in the office
  • Enthusiastic professionals to learn from
  • Possibility to advance in the company