IT Support & User Services Manager

Project overview

🚀 MISSION OPPORTUNITY – (M/F)

📍 Location: Île-de-France

🏢 On-site presence: 4 days per week

📅 Start date: To be defined

We are looking for an IT Support & User Services Manager to lead and support the transformation of IT support services in an international environment.

Responsibilities

🔹 Team Management

🔹 Service Quality Management

🔹 Technical Expertise

🔹 Projects and Transformation

🔹 Strategic Management

🎯 Profile sought:

• Manage the Hotline, Local IT Support, IT Kiosk, and Level 2 Support teams.
• Supervise internal employees and IT outsourcing providers.
• Organize activities, allocate priorities, and develop team skills.
• Manage SLAs, KPIs, and continuous improvement plans.
• Ensure service quality and user satisfaction.
• Lead ITIL processes: Incident, Problem, Change Management, and Knowledge Management.
• Intervene on complex incidents and resolve critical situations.
• Challenge technical diagnoses and solutions.
• Master Microsoft environments and ITSM tools.
• Lead support transformation projects.
• Develop automation, self-service, and Digital Workplace solutions.
• Support migrations and change management.
• Contribute to improving employees' digital experience.
• Participate in budget management.
• Contribute to recruitment and training.
• Develop team practices and performance.
• Master's degree in IT or equivalent experience.
• Minimum 5 years of experience in a similar role.
• Proven experience in managing IT Support teams or Service Delivery Management.
• Solid mastery of ITIL processes (certification expected).
• Good knowledge of Microsoft environments, Workplace, and ITSM tools.
• Ability to intervene on complex technical incidents.
• Professional English, spoken and written.
• Leadership, service orientation, and excellent communication skills.

Project details

• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Rate: 63-63 EUR/h
• Languages: French