Site IT Support EMEA Shops (f/m/n)

Position Overview

We are seeking an experienced Site IT Support Leader/Coordinator to lead and oversee a distributed team of 2nd Line IT Support specialists across multiple sites and countries.

The role is responsible for ensuring consistent IT support delivery, coordinating activities across locations, and serving as the key escalation point for technical and operational issues.

The ideal candidate combines strong technical knowledge with excellent leadership, organizational, and communication skills.

Key Responsibilities

• Team Leadership & Coordination
  • Supervise and coordinate a team of Site IT Support engineers across multiple remote locations.
  • Act as the primary escalation point for 2nd line issues.
  • Allocate tasks, monitor workload, and ensure effective coverage of business-critical support.
  • Conduct regular team meetings and knowledge-sharing sessions.

• Operational Management
  • Ensure incidents, service requests, and problems are resolved within agreed SLAs.
  • Track and report on team performance, ticket volumes, and resolution metrics.
  • Maintain alignment with global IT standards, security policies, and compliance requirements.
  • Coordinate local support activities with 3rd line/global IT teams.

• Process & Continuous Improvement
  • Drive the standardization of support processes and documentation across sites.
  • Contribute to the development of knowledge base articles and best practices.
  • Identify recurring issues and work with engineering teams to implement permanent fixes.
  • Support IT project rollouts and coordinate local implementation.

• Collaboration & Communication
  • Work closely with IT and site management on operational matters.
  • Support clear communication on incidents, changes, and project impacts.
  • Contribute to building strong relationships with both local users and global IT teams.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. 
 
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.