South Pole Group

Manager First-line IT Support

Join South Pole Group as they are looking for a Manager First-line IT Support

South Pole is an energetic, global company offering comprehensive sustainability solutions and services. With offices spanning all continents across the globe, we strive to create a sustainable society and economy that positively impacts our climate, ecosystems and developing communities. With our solutions, we inspire and enable our customers to create value from sustainability-related activities.

Our Corporate Functions team is the “enablement engine” of South Pole. Behind the scenes, we provide the business with world-class solutions and best practices that sustain business growth and success. We cover key areas such as Finance, HR, Office Management, Legal, IT, Operations, etc. If you are a smart, ambitious and dynamic professional with a strong passion for making a real difference in the fight against climate change, the below position may be right for you!

Job Summary

Are you eager to bring South Pole to the next level of technological innovations to help accelerate climate impact and to enable further growth as an organization?

As an IT Support Manager at SouthPole, you know what a first-line IT Support team needs to deliver best-in-class user experiences every day. Because you have handled enough tickets in the past, you know exactly what works and what doesn’t. Your experience on the ground has made you a focal point for your team, and that’s why leading by example comes naturally to you.

Your experience as a team lead has helped you find a balance between data- and experience-driven feedback to communicate improvement opportunities to management effectively. Resulting in your team delivering continuous best-in-class experience by using optimised processes and a well-integrated toolkit.

At the end of the day, you enjoy knowing that you’ve enabled your team to deliver the best possible results in line with Service Levels (SLs) and Key Performance Indicators (KPIs) that matter because you’re the helper that we need!

Main tasks & responsibilities:

  •  Performance management:  You are responsible for the performance of your first-line IT Support team. You know that good team performance is built on a people-centric approach. This is why you ensure that your team has the support and tools they need to do their jobs in line with our Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Operational management:  Because of your experience working in IT Support, you know how to optimise our tools and processes so that we work smarter, not harder. And because of your experience as a leader, you find it easy to take the initiative and successfully turn those ideas into reality with the help of the right stakeholders and tools.
  • Ticket management:  Because of your experience “on the ground”, you know what works and doesn’t. You ensure that your first-line team handles tickets and tasks according to fitting processes and guidelines. This results in happy Penguins that can do their jobs with minimal disruption or inconveniences, so we set them up for success.
  • Escalation management:  As an escalation point yourself, you understand the importance of ensuring that your team is set up to efficiently troubleshoot, effectively mitigate and promptly escalate or resolve incoming tickets or tasks. As a first-line stakeholder, you ensure that escalated tickets are actively followed up with relevant parties to ensure that tickets are dealt with in a user-centric way.
  • Incident management:  You educate your team on how to trigger incidents accordingly to ensure a minimal negative impact on our fellow Penguins and SouthPole. You are happy to take on the responsibility and participate as an active member of the Incident team to ensure that we find solutions and manage expectations in a user-centric way. Additionally, you work together with relevant stakeholders to ensure that preventive measures are put in place to ensure that we can act proactively in similar situations in the future.
  • User Experience Management:  Because of your people skills and experience, you ensure that your first-line team always provides best-in-class services. You do this by ensuring that your team communicates in a user-centric way, follows processes and guidelines accordingly and shares improvement suggestions willingly.
  • Knowledge management:  You understand the importance of user empowerment. Therefore you support your team with creating and maintaining high-quality self-help content and ensure that your team educates users on how to troubleshoot and resolve issues when possible—resulting in a noticeable reduction of repeatable and easy-to-self-service tickets and increased user empowerment.
  • Project management: You contribute to identifying and scoping IT projects that help us continuously deliver best-in-class IT services. In addition, you have a good understanding of when to take on or delegate tasks to your team. Because of this, we can rely on you to ensure we complete tasks at a high quality within the agreed deadline.

Aside from your day-to-day activities, you also contribute to SouthPole’s success by:

  • Analysing and reporting on insights related to your team's performance to the Head of Services and actively contributing to improvement suggestions to ensure we always deliver best-in-class IT Services.
  • Working closely with the Head of Services to build awareness and represent our IT Services teams across the organisation.
  • Actively supporting other SouthPole teams in reaching their goals by providing your expertise or team resources when needed.


Essential -

  • 5 years of experience managing best-in-class IT Support teams in a global organisation, preferably in the start-up or scale-up phase.
  • You have a proven track record of providing best-in-class customer experiences.
    You have experience improving and implementing ITIL® or LEAN processes in a Service Desk organisation.
  • A bachelor's or master's degree in computer science, engineering, information systems or a related field.
  • You are certified in ITIL® Service Management or a similar Service Management tool.
  • You have experience working with Atlassian or equivalent Support tools
  • You have experience working with Google Workspace Admin Console (GWAC), Google Cloud
  • Console, MS365 Admin Centre, Azure AD, Networking and MDM consoles.
    Excellent oral and written skills in English. Other language skills are highly valued.

Desirable - 

  • You have worked in a start-up/scale-up environment before and thrived in it.
  • You are diligent, reliable and proactive.
  • You have a creative mind, are a great problem solver, and adapt easily and quickly to change. Even better: You love it and have a talent for optimising workflows.
  • You are a great team player, and can’t wait to build relationships through Southpole.
  • Can do is your middle name, and you enjoy working in a dynamic multicultural environment that is improving daily.

What we offer:

At South Pole, we care about our employees as much as we care about the planet. South Pole is not just an employer, we are a Team. South Pole does not just offer people a job, we offer you a career. By joining our team, you will find strong purpose and deep meaning in everything you do. You will have the chance to make a real difference for our clients and for the planet, working alongside a passionate team of like-minded colleagues, while building your knowledge/skills and developing your career in a fun, dynamic, international and fast-growing organisation. 

We’re a planet of 7.5 billion unique and different people. We all have a contribution to make and South Pole is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, colour, sex, gender identity, sexual orientation, age, national origin, marital status or disability. Our recruitment is decided on the basis of qualifications, merit and business need.