Fleet IT Support Manager

Fleet IT Support Manager Keeping IT on board running smoothly • First point of contact for onboard IT. • Hardware & software troubleshooting. • Support vessel applications. • Maintain secure connectivity. • Coordinate with crew and IT partners. • Proactive problem solver. • Accurate and detail-oriented. • Strong communication skills. • Service-minded team player. • Always looking for improvements. Position: Fleet IT Manager Location: Arnhem, Netherlands Operational Manager: Technical Team Lead Portside Reporting Line: Chief Financial Officer (CFO) Strategic Direction: Chief Executive Officer (CEO) Close Cooperation: IT Application & System Manager; Rivertech Group entities CY, NL, CH Role Description The Fleet IT Manager is responsible for the technology infrastructure connecting Rivertech Group's shore-based offices to its river cruise vessels operating on European waterways. Core areas of responsibility include vessel management software, and hardware maintenance, ensuring seamless and reliable ship-to-shore communication. The primary focus of this role is IT on board and first-line support for the fleet. Working closely with the Technical Team Lead Portside and onboard IT service provider and in direct cooperation with the IT Application & System Manager, the Fleet IT Manager is the main contact for vessel IT matters across the group. A second key element of the role is serving as holiday cover and operational back-up for the IT Application & System Manager. This requires familiarity with the back-office IT environment of the Rivertech Group entities in Cyprus (CY), Switzerland (CH), and the Netherlands (NL), and the ability to maintain continuity during absence periods. Key Responsibilities Onboard IT & First Line of Support - Primary Focus • Act as the first point of contact for all IT-related issues on board the river cruise fleet, providing timely support both remotely and during vessel visits. • Align with It partners to maintain onboard network connectivity and communication infrastructure, ensuring stable and secure connections between vessels and shore. • Support, maintain, and where necessary configure vessel management software and other onboard applications used by crew and operations. • Install, configure, and troubleshoot onboard hardware (workstations and software) across the fleet. • Coordinate with captains and crew to resolve IT incidents efficiently and with minimal disruption to vessel operations. • Monitor the health of onboard systems, carry out routine checks, and maintain up-to-date configuration documentation and incident logs. • Plan hardware replacements and software updates in line with operational schedules such as layups and port turnarounds. Cybersecurity • Carry out periodic security checks and report findings to the Technical Team Lead Portside. Holiday Cover & Back-Up - IT Application & System Manager • Serve as the designated holiday cover and operational back-up for the IT Application & System Manager (Rivertech Group CY, CH, NL). • Maintain continuity of back-office IT operations across the Rivertech Group entities in Cyprus, Switzerland, and the Netherlands during cover periods. • Handle day-to-day application and systems support tasks as required and liaise with group colleagues and vendors in the absence of the IT Application & System Manager. • Maintain sufficient working knowledge of group back-office systems to respond effectively when covering this role. Software & Licence Management • Install and maintain business-critical software applications. • Track software licences and ensure compliance with licensing agreements. • Liaise with software vendors and service providers. Security & Access Management • Create and manage user accounts and permissions. • Implement and maintain IT security policies (MFA, password protocols, access control). • Identify, assess, and report potential security risks. • Ensure compliance with data protection regulations (e.g. GDPR) Future-Oriented Fleet & Infrastructure • Keep onboard and office IT infrastructure future-ready - continuously assess and evolve systems. • Monitor market developments relevant to river cruising: data bundles, connectivity, privacy, compliance, and emerging technologies. • Attend industry fairs, trade events, and technology conferences to stay ahead of developments. • Translate market insights into concrete proposals for fleet-wide implementation. • Build and maintain a network of IT vendors, innovators, and industry peers in the river cruise sector. • Advise management on strategic IT investments and the long-term technology roadmap for the fleet. • Identify opportunities to improve guest and crew experience through technology. Education & Background • MBO Level 4 (Secondary Vocational Education) or equivalent. • Fluent in English, both written and verbal, other languages a plus • Broad IT experience across office and operational (vessel) environments; background in the river cruise or maritime industry is a strong advantage. • Willingness to attend industry fairs and events and bring back actionable insights. Technical Requirements • IT and network administration, with a focus on Microsoft technologies: Office 365, MS Dynamics, Business Central, Exchange, SharePoint, Teams, and Azure. • First-line support and troubleshooting across IT services and platforms (systems in use: Microsoft, FreshService, Mastex, SharePoint, WordPress). • Knowledge of threat protection protocols and internet security. • Experience with device installations: telephone, tablet, laptop, and desktop. • Strong project management skills. • Ability to set up and scale a helpdesk - including workflows, ticketing processes, and documentation. Skills & Competencies • Pro-active problem solver with a solution-focused approach. • Cooperative and hands-on mentality. • Accurate and precise with strong attention to detail. • Flexible team player. • Stress resistant, able to prioritise and perform in a fast-paced environment. • Strong communication skills and a service-oriented mindset. • Forward-thinking and innovation driven. • Affinity with the maritime and river cruise industry. Working Conditions Work Environment: Office-based, Arnhem - normal office hours Team: Small team, fast-paced and collaborative Travel: Occasional travel required; willingness to visit vessels and attend industry/IT events Shaina's journey with Rivertech Sailor trainee Fleet IT Support Manager Rivertech Holding AG