Cluster Technical Lead (Print & Copy Channel Business Unit)

We are seeking a Cluster Technical Lead for the BENE region to oversee all technical presales and post‑sales activity within the regional cluster, while supporting other regions as needed. This senior role combines hands‑on technical consulting with leadership of a Technical Consultant team, guiding the full solution lifecycle and ensuring high delivery standards.brOm te solliciteren, leest u eenvoudig de volgende functieomschrijving door en zorgt u ervoor dat u relevante documenten bijvoegt.brThe role carries a dual reporting line to the Cluster Manager for commercial alignment and to the IT Manager for technical standards and cross-cluster consistency.brKey ResponsibilitiesbrTeam Leadership Developmentbr1. Lead, manage, and develop cluster Technical Consultants with clear performance expectations and one-one coaching meetingsbr2. Plan and allocate technical resources across presales, installation, and support workstreamsbr3. Identify skill gaps and coordinate training, vendor certification, and development pathways with the IT Managerbr4. Review and quality‑check the team’s technical output, demos, proposals, installation docs, and knowledge‑base content and providing feedback and guidance to raise standards.br5. Act as primary escalation point for complex technical issues before escalating to central Technical Services or vendorsbr6. Contributing to interview processes and onboarding planning withing the clusterbrPresales Technical Consultancybr1. Lead technical presales for strategically important opportunities: discovery, solution design, and scopingbr2. Deliver demonstrations, webinars, and technical workshops to reseller partners and end customersbr3. Provide technical input to tenders, security questionnaires, and statements of work, ensuring accuracy and consistency with ITS standardsbr4. Support the Cluster Channel Partner Manager and sales team with technical insights and guidance throughout the sales cycle, including attendance at key customer meetings where technical credibility is requiredbr5. Review and oversee presales outputs produced by the team, ensuring solution designs are technically sound and commercially realisticbrInstallations Solution Deliverybr1. Oversee installation planning and delivery across the cluster, ensuring accurate scoping and quality execution in line with agreed timelines and quality standardsbr2. Lead complex remote and on-site installations personally where requiredbr3. Ensure system testing, validation, customer training, and handover to post-sales support are completed as standardbr4. Maintain and improve cluster installation methodologies, checklists, and project communication templates, in alignment with central Technical Services standardsbrProject Managementbr1. Take ownership of project management for larger or more complex technical engagements within the cluster: scope definition, resource planning, and tracking from initiation through to completionbr2. Monitor timelines and escalate delays or scope changes to the Cluster Manager promptly, particularly for technically intensive engagementsbr3. Actively contribute to improving core business processes and optimising the profitability of the cluster’s technical function, identifying inefficiencies in delivery workflows and proposing structural improvementsbr4. Maintain technical relationships with key vendors including PaperCut, Umango, and KUARIO, especially acting as the cluster’s primary technical point of contact for product queries, escalations, and roadmap discussionsbrPost-Sales Technical Supportbr1. Oversee both presales and post-sales technical support, ensuring partner queries are resolved within SLA targetsbr2. Handle escalated second-line support cases personally where requiredbr3. Ensure that recurring or systemic issues are identified, documented, and reported to the IT Manager, and that appropriate fixes or knowledge base updates are producedbr4. Build and maintain strong relationships with key reseller and partner technical contactsbrTechnical Standards Knowledgebr1. Maintain knowledge of the full ITS Print Copy portfolio including product architecture, integration patterns, licensing models, and known compatibilitybr2. Stay current with vendor product roadmaps, release notes, and certification requirements,br3. Maintain up‑to‑date knowledge of vendor roadmaps, releases and ensuring the cluster team's knowledge is maintained accordinglybr4. Contribute to shared technical assets: knowledge base articles, installation guides, and best-practice documentationbr5. Liaise regularly with the IT Manager to ensure cluster practices remain aligned with ITS-wide technical standards and that significant product or process updates are communicated and embedded within the teambrReporting Qualitybr1. Report regularly to both the Cluster Channel Partner Manager and the IT Manager on team performance, SLA adherence, open escalations, and technical delivery qualitybr2. Track and analyse recurring support issues and installation challenges within the cluster, identifying patterns and proposing corrective actionsbr3. Support ISO 9001 / ISO 27001 quality management processes relating to technical services activitybrRequired QualificationsbrExperience Backgroundbr1. 5+ years in technical consulting, presales engineering, or senior technical support within print management, managed print services, or document managementbr2. Demonstrable experience leading a technical team with a track record of developing capabilitybr3. Proven experience across the full solution lifecycle: presales, installation, and post-sales supportbr4. Experience working within a channel or reseller partner model is essentiaLbr5. Prior involvement in tender responses, statements of work, or security questionnaires is an advantagebrTechnical Skillsbr1. Hands-on experience with PrintCopy portfolio in production environments is essentialbr2. Strong diagnostic and troubleshooting skills across Windows Server and Client platforms, Active Directory, Entra ID and Microsoft SQL Serverbr3. Solid networking knowledge: DNS, VLANs, switches, routers, and firewall configuration is essential. xgiwjmb br4. Experience configuring MFDs, card readers, and authentication methods with print management platformsbr5. Proficiency with Office 365 including Teams and SharePointbr6. Familiarity with virtualisation (VMware, Hyper-V); Azure experience is an advantagebr7. Experience with Azure and cloud infrastructure is an advantage; familiarity with document processing workflows is desirablebr8. Exposure to Apple macOS and Linux is a bonusbrSkills Competenciesbr1. Ability to communicate complex technical concepts clearly to varied audiencesbr2. Strong written communication skills: capable of producing accurate, professional technical documentation, proposals, and reportsbr3. Structured approach to troubleshooting and problem-solving under pressure, with the ability to manage multiple concurrent priorities across presales, and supportbr4. A confident self-learner who takes ownership of staying current across a broad and evolving product portfoliobr5. Strong commercial awareness in customer-facing situationsbr6. Fluent Dutch and English; proficiency in the regional cluster language required for non-UK positionsbrPersonal Attributesbr1. Technical authority who leads by example and develops the team's capacity to handle complexitybr2. Lead through coaching: hold leadership conversations and technical troubleshooting sessions to build the team’s ability to handle complexity rather than delegating it awaybr3. Partner and customer-focused with a proactive, solutions-oriented approachbr4. Proactive and solutions-oriented; you identify issues before they escalate and propose improvementsbr5. Collaborative and culturally adaptable across ITS's European networkbrWhat We Offerbr1. Senior technical leadership role with genuine people management responsibilitybr2. Europe's leading PaperCut Authorised Solution Centre environmentbr3. Structured access to vendor certification programmes, product training, and professional development pathwaysbr4. A stable, international working environment with a genuine family culturebr5. Competitive salary, company laptop and mobile, business mileage allowancebr6. Career development opportunities within the ITS Technical Servicesbr7. Annual leave entitlement in accordance with local labour law, with progressive increases based on years of servicebrAbout ITSbrInfo Technology Supply Ltd (ITS) is a well-established software company with over 38 years of experience serving the print and copy sector across Europe and the Americas. Our Print Cop...