IT Service Manager

At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries. With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives. Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide. LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands! About the Role We are looking for an IT Service Manager to help lead IT Servicing at Workwize. IT Servicing is everything we do to get devices ready for our clients' employees (enrollment), and to safely wipe and decommission them when they come back. You will join as a peer to our current IT Servicing manager and share ownership of the team. In your first months, the focus is on fixing the biggest pain points and handling escalations, so that most cases run smoothly without a manager stepping in. Over time, you will also help make IT Servicing part of what we sell, and support our sales team in winning new clients. Key Responsibilities Escalations • Own and solve escalations around enrollment (Apple Business Manager / DEP, Windows Autopilot) and wiping or decommissioning (Blancco, Cambrionix). • Be the point of contact for enterprise clients when something goes wrong, and keep them updated in a clear and simple way. • Find the root cause of repeat issues, so the same problem does not come back. Process and tooling • Improve our IT Servicing processes, tools and visibility across internal systems, warehouse workflows and suppliers. • Improve integrations with clients and Apple to make enrollment smoother. • Build and maintain playbooks, exception handling and the sign-off process for custom configurations. Commercial • Work with Sales and Customer Success to bring IT Servicing into the sales process. • Join prospect conversations to understand how they handle IT servicing today, and show where Workwize can help. Required Skills & Experience • Experience in technical IT operations, device or MDM management, or IT service delivery. • Hands-on experience with Apple Business Manager / DEP and Windows Autopilot. Experience with Kandji, Jamf, Intune or a similar MDM. • Experience with device wipe or data erasure tools, such as Blancco. • Experience working directly with clients, including handling escalations. • Experience with ticketing tools such as Zendesk or Pylon, and Linear or similar for engineering tickets. • Excellent English, written and spoken. Bonus Skills • You have worked at Apple or Microsoft on device enrollment or deployment, for example on Apple Business Manager or Autopilot / Intune. • You have worked at a managed service provider (MSP). • You have supported sales or pre-sales conversations. • You have worked at a scale-up or B2B service company. The Right Mindset • You stay calm when a client is under pressure. • You explain technical problems in simple words, without going into too much detail. • You respond quickly and keep people updated. • You know how to prioritise. You fix what matters most first, instead of trying to fix everything at once. • You fix the process, not just the ticket. • You are comfortable with unclear situations and you take ownership. Workwize Offers • Flexible hybrid work environment. • Top-notch tools and equipment provided. • Vibrant, entrepreneurial culture with opportunities for growth. • Off-sites and multi-y