IT Support & User Services Manager

Responsibilities

Team Management

Service Quality Management

Technical Expertise

Projects and Transformation

Strategic Management

Profile sought

Skills that will make a difference:

• Manage Hotline, Local 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.
• Experience with AI applied to IT support (automation, ticket classification, agent assistance).
• Knowledge of Digital Employee Experience (DEX).
• Experience in an ISO 9001 quality environment.

Project details

Île-de-France

On-site presence: 4 days per week

Start date: To be defined

500 euros

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

• Start: ASAP
• Duration: 3 ans
• Remote: hybrid
• Location: Île-de-France, France, FR
• Rate: 63-63 EUR/h
• Languages: French