Group IT - Head of On-site IT Services


London, ENG, GB, W1H 6AZ Bonn, DE, 53117 Dublin 18, IE, D18 PX68 Indianapolis, IN, US, 46256 Chicago, IL, US, 60631

Job ID:  55157
Estimated Travel:  25 - 50%
Contract Type:  Employee
Talent Area:  IT



Job Purpose

The main purpose of the Head of IT Support Services is to oversee and manage the technical support operations within an organization's IT department. Their role is centered around ensuring that technology systems and services are available, reliable, and responsive to meet the needs of the organization's users and customers.


Key Responsibilities


Team Management:  

Leads by example, enabling the Global On-Site IT Support function to achieve optimal performance and service experience.

Providing guidance and support to team members, offering constructive feedback, and helping them develop their skills and careers.

Develops and implements IT Support vision, strategy, and roadmap.

Cross-Functional Collaboration: Facilitating collaboration with other teams or departments to ensure alignment and effective coordination on projects and initiatives.

Hires and oversees regional managers, mentors team members to develop their skills and professional goals.

Owns the IT Support OPEX and CAPEX budgets.

Ensure compliance with company standards, policies, and procedures.

Fosters a learning culture through knowledgebase contributions and sponsoring training/professional development opportunities for team members.


Problem Management:

Oversee a problem management program to identify solutions for common and high-profile incidents, including root cause analysis, risk management, and project/demand scoping.

Minimize the impact of incidents, prevent their recurrence, and improve the overall stability and reliability of IT services.

Demonstrates reduction in recurring major incidents and overall environmental risk.

Matures enterprise resiliency and contributes to overall strategy/architecture.


Business Relationship Management

Collaborates with business and operational leaders to ensure that IT support is aligned with the company's overall goals.

Engages with IT leaders to prioritize meaningful projects, scope demands, and provide on-site project support.

Monitor and report IT support and workstation vulnerability metrics to senior IT and business leadership.  Develop action plans for remediation and improvement when necessary.

Evaluates feedback related to overall service satisfaction and responds accordingly.


Continuous Improvement

Develop and implement a continuous improvement program to streamline support operations, ensuring that the team delivers efficient, high-quality service to employees.

Establish metrics and key performance indicators (KPIs) to measure the current state of IT services. Regularly monitor and collect data to assess performance, identify trends, and spot areas that require improvement. Analyze the collected data to identify trends, patterns, and areas of concern. This analysis helps in understanding the root causes of issues and inefficiencies within IT services.

Continuously adapt and refine improvement strategies based on feedback, results, and changing business needs. Improvement is an ongoing process, and adjustments may be needed to stay aligned with evolving requirements.

Identify areas for improvement in the IT support function and develop solutions to address them.

Drive progress for continued development of enterprise-wide guiding principles, policies, processes and practices.

Based on the analysis, identify areas where improvements can be made. This could involve addressing recurring incidents, reducing service downtime, increasing efficiency, or enhancing user satisfaction.

Stays up to date with the latest trends and best practices in IT support, incorporating new technologies and approaches as appropriate.

Capture the lessons learned, best practices, and knowledge gained throughout the improvement process. This knowledge can be used to inform future improvement initiatives and ensure that the organization doesn't repeat past mistakes.


Relevant Experience

IT support and/or Infrastructure experience should include the following:

Server hardware installation, maintenance, and troubleshooting experience (RAID, Hyper-V, File Backup and Recovery)

Microsoft operating systems and applications (Active Directory, SCCM, SharePoint, Office365, Stream, Teams and Teams Live Events)

Networking (LAN, WAN, TCP/IP, VLAN, Wi-Fi, DHCP, DNS, Ethernet)

Manufacturing equipment (i.e. PLCs, thin clients, RF Guns, Ticket Printers)

5+years of experience leading direct reports.

Excellent critical thinking, problem-solving, and troubleshooting skills.

Ability to work and make key decisions with limited daily supervision.

Strong written and verbal communication skills, ability to interact with employees in all departments at all levels.

Local, national, and international travel up to 35% of time

Interest in Automation/Scripting/Programming, tools such as PowerShell and Python


Qualification and Education

​​​​​​​Bachelor’s degree and 10 years of IT support and/or IT infrastructure experience or Associate’s degree and 15 years IT support and/or IT infrastructure experience.

Willingness to obtain one or more common industry certifications within first 60 days of employment.  Particularly desirable certifications:

ITIL 4 Foundation or higher

Project Management Professional (PMP)

HDI Support Center Director (HDI-SCD)

About Ardagh Group

Ardagh Group is a global leader in metal and glass packaging solutions, producing packaging for the world’s leading brands. We trace our roots all the way back to the Irish Glass Bottle Company, founded in 1932. Since then we have grown rapidly to a team of more than 20,000 people with revenues of almost $10 billion. Today we have a presence across Europe, Africa and the Americas.


  • Did you know that Ardagh produce many of the beverage cans and bottles you drink your favourite beverages from?
  • Did you know we produce metal and glass packaging which are permanent materials, meaning they can be infinitely recycled without any loss of quality?
  • Did you know we produce more than 160 million containers per day?


Ardagh is passionate about sustainability and have a reputation for innovation. We push the boundaries of what’s possible, pioneering new production methods, new design techniques and new ways to recycle and save energy. Our aim is to reduce any negative environmental impact whilst remaining economically sustainable and socially responsible.

We believe that the success of our business depends on the success of our people. We strive to create working environments where our employees feel valued, can work to their full potential, and where their achievements are celebrated.

Here at Ardagh, we offer exciting and rewarding opportunities for talented and creative people. If you have ambition and want to make an impact with your career, come and join our team, you’ll enjoy the journey!

Click here for more information about our careers or click here for more information about Ardagh Group.