Infrastructure Services Support Manager (m/f/d)

Eaton Corporation is a diversified energy management company that achieved a revenue of $22.3 billion in 2023. With energy efficient solutions, we support our customers in more effective, safer, more efficient, and more sustainable management of electrical, hydraulic, and mechanical energy. Eaton is committed to improving quality of life and protecting the environment using our energy management technologies and services. The company employs approximately 92,000 people and sells products to customers in more than 175 countries.

For our Eaton IT team supporting locations in Germany, we are seeking an Infrastructure Services Support Manager (m/f/d) with the following responsibilities:

Lead the team responsible for IT support across all Eaton locations in Germany. This role focuses on guiding and developing a team of IT support professionals, enhancing their capabilities, and serving as a key escalation point for infrastructure-related issues affecting both local and remote Eaton users. The position oversees a virtual team of 20 IT support staff, including other team leaders, working across a mix of on-site and remote environments.

• Provide daily leadership and direction to the team.
• Oversee IT support across a large, complex organization, including offices, manufacturing (with IoT/OT systems), and warehouse/distribution centers.
• Use strong analytical and creative thinking skills to solve problems.
• Continuously improve processes and performance metrics. Support informed decisions on infrastructure and risk to boost reliability and performance each year.
• Take part in decision-making processes about infrastructure work and risks, aiming to improve the reliability and performance of site infrastructure each year.
• Motivate the team to enhance IT support and improve the customer experience.
• Conduct performance reviews, mentoring, career planning, team meetings, and one-on-ones. Foster an inclusive environment where employees can grow and succeed.
• Lead or support all stages of the employee lifecycle, including hiring, onboarding, performance reviews, and offboarding.
• Act as the escalation point for infrastructure issues within your area of control.
• Typically manage a larger, more complex team and may lead global, enterprise-wide initiatives.
• Support infrastructure needs at all locations and act as the main escalation contact for related issues.
• Provide daily leadership and guidance, especially for complex technical challenges.
• Ensure all activities align with the overall IT strategic plan.
• Collaborate with other IT teams as needed to deliver seamless support.
• Apply standard ITSM practices - change, incident, problem, and project management - to improve efficiency, customer satisfaction, and compliance with operational goals.
• Work with asset management on procurement, inventory, and the full lifecycle of client devices. Ensure software usage follows licensing and standard policies.
• Manage budgets and meet all financial targets set by the organization.
• Educate users during each interaction to build IT awareness and self-sufficiency.
• Balance team workload and resources across a large, complex environment.
• Be a proactive leader who drives change and leads by example.

• Bachelor degree (adjust for regional norms; can be reviewed on a case by case basis)
• 7 years of relevant IT leadership experience or graduate of the leadership development program with 3 years of IT experience

• Management experience within a large global company, similar in size and complexity to Eaton
• ITIL foundations certification
• Advanced English and German skills
• Solid understanding of IT infrastructure, including PCs, networks, servers, storage systems, and telephony
• Familiarity with IT Service Management (ITSM) practices such as asset management, incident management, request fulfillment, problem management, and change management, ideally aligned with ITIL standards.
• Knowledge of cybersecurity principles and best practices, including how to protect systems and data from threats and ensure compliance with security policies.
• Technical knowledge of Operational Technology (OT) and Internet of Things (IoT) systems, including their integration with IT infrastructure and support environments.
• Demonstrated success in leading both on-site and remote teams effectively.
• Strong decision-making skills, combining data analysis, experience, cultural awareness, and sound judgment.
• Skilled in engaging and communicating with senior leadership across the organization.
• Build and maintains open, honest, and trusting relationships with both team members and customers.
• Provide regular guidance and support to help team members grow professionally and reach their full potential.
• Communicate clearly and confidently across all levels, ensuring alignment, transparency, and effective collaboration.
• Navigate and resolve conflicts constructively, fostering a respectful and productive team environment.

• Being part of a company that has been in business for more than 100 years, is well known in the industry, and has a major impact on the energy industry.
• Work in a company with commitment to Inclusion & Diversity and Sustainability (Foster an inclusive culture with a strategic goal to increase a female representation including in Leadership)
• Annual mentoring program, Eaton University, a reward, and recognition system
• Ongoing Learning and Career Development Opportunities in a global company. Build your career and apply internally for our open positions worldwide.
• Strong, agile, and diverse team locally and globally
• Strong processes and state-of-the-art systems and tools
• Structured employee development processes, open feedback culture with development plans
• Detailed induction support and well-structured onboarding
• Balance your work and life with a remote hybrid model