Manager - End-User Technology

ph3Manager - End-User Technology /h3 pLocation: Geneva /p h3Responsibilities /h3 ul liPlan, prioritize, and assign daily support work for the global end-user technology team, balancing real-time user needs with quarterly objectives. /li liDefine and own operational metrics grounded in industry standards to measure helpdesk health and strategic impact; use data to drive prioritization. /li liDevelop direct reports through coaching, establish clear expectations, and foster a high-performing global support team. /li liCreate and maintain the team"s operational plan, standards, and resource requirements aligned with broader IT Operations goals. /li liCommunicate expectations, status, and escalations clearly to both the team and cross-functional stakeholders. /li liIdentify recurring issues and systemic gaps in the end-user environment; present solutions to reduce ticket volume and improve the employee experience. /li liEngage proactively with colleagues outside the team (e.g., Infrastructure, Security, Engineering) to resolve cross-functional dependencies. /li /ul h3Qualifications /h3 ul li5–8 years of proven experience managing a global or multi-site helpdesk or end-user support team. /li liTrack record of defining operational metrics and using data to prioritize work based on strategic impact. /li liExperience creating and executing operational plans that align daily work with quarterly and annual goals. /li liStrong people leadership skills with the ability to develop and coach direct reports. /li liFamiliarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence). /li liExperience using or developing AI tooling to surface actionable insights or reduce end-user friction. /li liClear, empathetic communicator who can manage expectations across technical and non-technical audiences. /li liComfortable operating in a fast-paced, globally distributed environment with a hybrid work model. /li /ul h3Why You Will Love It Here /h3 pWe offer a dynamic culture, growth opportunities, and a flexible work policy. We value respect, kindness, and a constructive approach to learning and development. Our global presence includes offices in the USA, Switzerland, the UK, Singapore, and Germany, with options for remote work in certain locations. /p h3Benefits and Diversity /h3 pBenefits include time off, pension contributions, and mobility options. Sonar is an equal opportunity employer and evaluates all applicants on merit. All offers are contingent upon background checks and reference verification. Some visa restrictions may apply. /p pLocation details and other job elements are subject to change at the discretion of SonarSource Sàrl. /p /p #J-18808-Ljbffr