IT Support Manager — Service Desk & Application Support

Project overview

IT Support Manager — Service Desk & Application Support

Job Description:

The support manager ensures the management of 1st level desktop support and 1st level functional support for the SAP application.

The two units support users and contribute to resolving incidents and requests.

Responsibilities

Management of the 2 units (5 members in total)

Knowledge Management:

o Build to RUN

o Challenges project managers and business referents on the need for documentation

o Ensures analysis documentation for the knowledge base

Transverse Management:

Reporting

o Performs reporting

Experience Required:

Qualities Sought:

Profile Sought:

• Backlog monitoring
• Control of the application of support fundamentals
• Leads team meetings
• Ensures support continuity (scheduling)
• Leads a support committee
• Collaborates with Accenture teams in Italy responsible for fixes
• Participates in user communication and incident resolution monitoring
• Leads business task forces if necessary (in English), related to business incident resolution.
• Builds good relationships with the IT department's project team
• Based on ticketing tool entries
• Mastery of the user support chain
• Knowledge of ITIL fundamentals
• Interpersonal skills
• Facilitator
• Local hardware stock management
• Ability to handle mini-projects related to the support scope
• Understanding of SAP, office suite, deployment, ticketing
• Ability to collaborate with international technical teams and external partners, with patience, pedagogical skills, and a sense of cooperation
• Strong analytical, investigative, and reformulation skills
• Appreciation of urgency in a banking environment
• Bachelor's degree (Bac +3) to Master's degree (Bac +5) in IT
• Fluent French and English
• Job location: 78300 POISSY
• Possible internalization after 6 months

Project details

• Start: ASAP
• Duration: 36 mois
• Location: 78300 POISSY, FR
• Languages: French