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Workwize is a SaaS platform that helps IT teams manage hardware deployment, retrieval, and lifecycle for remote and global workforces across 100+ countries. With 50,000 users and 120,000 devices under management, the company is recognized as a Top 10 Startup for 2025 in the Netherlands.
You will join as an IT Service Manager, partnering with the current IT Servicing manager to lead the team responsible for device enrollment (Apple Business Manager/DEP, Windows Autopilot) and safe decommissioning (Blancco, Cambrionix). This is a hands-on management role focused on solving operational challenges and scaling the service offering.
Key Responsibilities:
Escalations & Client Support
- Own and resolve escalations around device enrollment and decommissioning for enterprise clients
- Serve as primary point of contact when issues arise; communicate clearly and keep clients updated
- Identify root causes of recurring issues to prevent recurrence
Process & Tooling Improvement
- Enhance IT Servicing processes, tools, and visibility across internal systems, warehouse workflows, and supplier integrations
- Improve client and Apple integrations to streamline enrollment
- Build and maintain playbooks, exception handling procedures, and sign-off processes for custom configurations
Commercial & Sales Support
- Collaborate with Sales and Customer Success to position IT Servicing as a core product offering
- Participate in prospect conversations to understand current IT servicing challenges and demonstrate Workwize solutions
Required Skills & Experience:
- Proven background in technical IT operations, device management, or IT service delivery
- Hands-on experience with Apple Business Manager/DEP and Windows Autopilot
- Experience with MDM platforms (Kandji, Jamf, Intune, or similar)
- Familiarity with device wipe/data erasure tools such as Blancco
- Direct client-facing experience, including escalation handling
- Proficiency with ticketing systems (Zendesk, Pylon) and engineering ticket tools (Linear or similar)
- Fluent English, written and spoken
Bonus Experience:
- Background at Apple or Microsoft on device enrollment/deployment initiatives
- Experience at a managed service provider (MSP)
- Prior involvement in sales or pre-sales support
- Track record at a scale-up or B2B service company
Desired Mindset:
- Calm under pressure when clients face challenges
- Ability to explain technical issues in simple, accessible language
- Quick response times and proactive communication
- Strong prioritization skills; focus on high-impact fixes first
- Process-oriented mindset; solve root causes, not just symptoms
- Comfortable with ambiguity and ownership-driven approach
