IT Customer Support Analyst (Managed Print Services)

The IT Customer Support Analyst (Managed Print Services) is responsible for defining, governing, and optimizing the company’s worldwide print and document services strategy. This role ensures cost efficiency, security, sustainability, and service quality across all regions by managing vendors, standardizing technologies, and aligning print services with business and IT objectives.

• Establish global standards, policies, and governance for print, scan, and document workflows.
• Lead the transition to managed print services (MPS) and digital document solutions where appropriate.
• Own global relationships with print service providers, OEMs, and third-party vendors.
• Negotiate global and regional contracts, SLAs, and pricing to ensure cost efficiency and service quality.
• Monitor vendor performance, conduct regular service reviews, and drive continuous improvement.
• Oversee day-to-day global print operations, ensuring high availability and consistent user experience.
• Manage incident, request, and problem resolution in collaboration with regional IT teams.
• Own the global print budget, including forecasting, cost tracking, and optimization initiatives.
• Identify and deliver cost-saving opportunities through device rationalization, usage analytics, and process improvements.
• Provide transparent reporting on print spend, usage, and savings.
• Drive adoption of secure print, follow-me printing, cloud print, and digital workflow solutions.
• Track and report sustainability metrics related to print services.
• Ensure compliance with internal policies, audits, and external regulations.
• Act as the global point of contact for print services across regions and business units.

YOU MUST HAVE

• Bachelor’s degree in information technology, Business, or a related field (or equivalent experience).
• English advanced (global stakeholders).
• 4+ years of experience in print services, IT service management, or end-user computing in a global environment.
• Strong financial and analytical skills with experience managing large budgets.
• Proven experience managing global vendors and contracts.
• Strong understanding of managed print services, print security, and document workflows.
• Experience working in a multinational, matrix organization.

 

WE VALUE

• ITIL or similar service management knowledge (certification preferred).
• Experience with sustainability.

 

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