Directly reporting to the Delivery Manager, you will be responsible for the operational management of a team of HelpDesk technicians, ensuring compliance with procedures and commitments.

Missions:

• You manage daily production (priority management, planning, organization of team tasks)
• You drive the implementation of procedures and knowledge management
• You take charge of the integration, support, and training of your team members
• You are responsible for the optimal functioning of production in compliance with objectives, particularly in terms of customer service quality (reporting, statistical monitoring)
• You are proactive in optimizing the quality of service (participation in technical committees)
• You participate in support interventions for users.

Desired Candidate Profile

You speak French and English fluently.

You have previous experience in IT and have already coordinated a team of helpdesk and/or proximity technicians.

Your autonomy, analytical and synthesis skills will be determining criteria for success in this role.

Mastery of the core skills of service desk and/or proximity support.

Technical knowledge of the environment used (core applications, diagnostic tools, office environment).

Bac + qualification in IT and/or a minimum of 3 years of experience in a similar role.

Supervision of a 24/7 team.