Required skills
- IT Support
- Service Delivery Management
- ITIL
- Microsoft Environments
- ITSM Tools
- Team Management
- Change Management
- Incident Management
- Problem Management
- Digital Workplace
- Automation
- English
Languages: French
Job description
We are looking for an IT Support & User Services Manager to lead and support the transformation of IT support services in an international environment. The role involves managing teams, ensuring service quality, and driving transformation projects.
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
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