Head of User Support & Services

Project overview

Context

Operational management and technical expertise role in user support and services in France. Long-term mission based in Bois-Colombes, starting ASAP. International environment with several sites in France.

Missions

Tools & Environment

Working Conditions

• Lead support teams (Hotline, Local Support, IT Kiosk, Level 2), including internal staff and outsourcing providers.
• Organize activities, arbitrate priorities, manage capacity, service level agreements, KPIs, and improvement plans.
• Be a field manager: participate in complex diagnostics, challenge solutions, resolve major incidents, and contribute to projects.
• Drive ITIL practices: incident management, requests, problems, changes, knowledge, asset management, and continuous improvement.
• Ensure service quality and relationships with internal users across multiple sites.
• Manage the lifecycle of the user digital environment: workstations, software, equipment, inventory, renewals, and security.
• Lead support projects and transformations: migrations, self-service, automation, digital workplace, and change management.
• Contribute to budget management, recruitment, training, and skills development.
• ITIL practices and market ITSM tools.
• Workstation and Microsoft environments.
• IT security management.
• Digital Employee Experience (DEX) and exploitation of experience and performance data.
• Artificial intelligence use cases in support (agent assistance, knowledge search, ticket classification or summarization, self-service, automation).
• Quality framework, particularly ISO 9001.
• Location: Bois-Colombes.
• Start: ASAP.
• Duration: Long-term mission.
• On-site presence required (target of 4 days per week).
• Salary: Based on profile.
• Fluent English required.

Project details

• Start: flexible
• Remote: hybrid
• Location: 92270 Bois-Colombes, France, FR
• Languages: French