IT Service Manager; Bilingual

Position: IT Service Manager (Bilingual)
At
** Embla Medical**, we are a purpose-driven company dedicated to improving people’s mobility through the delivery of Prosthetics, Neuro Orthotics, Bracing & Supports and Patient Care. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics.

We are dedicated to providing the best possible care to our patients to help them live Life Without Limitations.
** About the Role
** As a key member of the Global IT department at Embla Medical, the IT Service Desk Manager leads a team responsible for delivering high-quality support and maintenance of the end-user environment. This role ensures operational excellence, drives continuous improvement through global templates, and fosters a culture of service and accountability.
** What You’ll Do
** Team Management
* Lead, mentor, and develop a team of Service Desk professionals.
* Conduct performance reviews and manage individual development plans.
* Oversee external resource engagement and performance.
* Monitor and report on team output and service quality.
* Plan and manage department capacity to meet business needs.

Service Desk Operations
* Manage day-to-day Service Desk operations and ensure process adherence.
* Oversee technical onboarding of new employees including hardware and software provisioning.
* Ensure effective provisioning and support of printing environments.
* Deliver Level 1 support for end-user hardware and software issues.

Maintenance & Compliance
* Maintain the health and performance of end-user hardware and desktop software.
* Ensure documentation (FAQs, knowledge base) is updated with new functionality.
* Advise users on best practices and available IT solutions.
* Ensure compliance with IT policies and perform internal audits.
* Support the transition of new technologies from development to production.

Project Delivery
* Participate in IT projects to implement systems in new locations.
* Support deployment and testing of new features across the organization.
* Apply project methodologies to ensure successful delivery and adoption.
** Who You Are
** Experience* Minimum 5 years of experience in IT support or service desk management.
* Proven leadership experience in managing technical teams.
* Experience with ITSM tools and service desk metrics.

Skills:

* Strong interpersonal and communication skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Analytical mindset with a focus on continuous improvement.
* Familiarity with hardware provisioning, software deployment, and IT compliance.

Certifications (Preferred):
* ITIL Foundation or higher.
* CompTIA A+, Network+, or similar certifications.

Education
* Bachelor’s degree in Information Technology, Computer Science, or a related field.
* Equivalent experience may be considered in lieu of formal education.
** Why You’ll Feel Good Working Here
** Join our team if you want to make a lasting impact; we will support you along the way.
* Global organization with a network of employees around the world
* We believe in the importance of people’s growth and development
* At Embla Medical we celebrate different ideas, perspectives and backgrounds
* Joining Embla Medical is not just taking a job, patients we care for depend on us to help them get back their freedom and livelihood
* Competitive Compensation Packages
* Medical, Dental, and Vision Benefits
* 401(k) Retirement Plan with employer matching contribution
* 9 paid holidays
* 13 vacation days, birthday and two (2) volunteer day
* 8 sick days within your first year of employment
* Paid Parental Bonding The US base salary range for this full-time position is $80,668 - $103,463 + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the…