Reporting directly 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, team task organization)
• You will be responsible for implementing procedures and managing knowledge.
• You will be responsible for the integration, support, and training of your team members.
• You are responsible for ensuring the optimal functioning of production while respecting objectives, particularly in terms of customer service quality (reporting, statistical monitoring).
• You are expected to contribute ideas to optimize the quality of service (participation in the technical committee).
• You participate in providing support to users.

Desired Candidate Profile

You speak French and English fluently

You have initial experience in IT and have already coordinated a team of helpdesk and/or field technicians. Your autonomy, analytical and synthesis skills will be key criteria for success in this position.

Mastery of the fundamental trades of service desk and/or proximity.

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

Bachelor's degree plus a relevant qualification in computer science and/or a minimum of 3 years' experience in an equivalent position

Supervision of a team 24/7