For one of our international clients, our ESN is looking for a Lead Support L1/L2. As a true operational reference, you will manage proximity and remote support activities, guarantee the quality of service delivered to customers, and support the skill development of technicians.

Main missions

Support Activity Management

• Supervise the daily activity of L1 and L2 support teams.
• Ensure compliance with SLAs and contractual commitments.
• Prioritize incidents and coordinate resolution actions.
• Track performance indicators (KPIs) and produce associated reports.
• Organize and lead team meetings and operational reviews.

Incident and Request Management

• Intervene on complex or critical incidents requiring advanced expertise.
• Ensure escalation to L3 teams, editors, or suppliers when necessary.
• Guarantee the quality of ticket processing and adherence to procedures.
• Participate in crisis management and escalation cells.

Functional Management and Support

• Functionally supervise L1 and L2 technicians.
• Allocate workload and optimize available resources.
• Train and support employees in their skill development.
• Ensure the application of ITIL best practices and internal processes.

Continuous Improvement

• Identify areas for improvement in support processes.
• Participate in the creation and updating of the knowledge base.
• Propose actions to reduce recurring incident volumes.
• Contribute to transformation projects and improvement of support tools.

Customer Relations

• Be the preferred customer contact for operational matters.
• Participate in follow-up committees and service reviews.
• Ensure proactive communication on major incidents and action plans.

Desired Candidate Profile

Technical Skills

• Systems and Environments
• Windows 10/11
• Windows Server
• Microsoft 365
• Active Directory / Azure AD (Entra ID)
• Exchange Online
• Teams
• Intune (appreciated)
• Networks
• TCP/IP
• LAN / WAN
• VPN
• Wi-Fi
• DNS / DHCP
• Tools
• ITSM Tools (ServiceNow, EasyVista, GLPI, Jira Service Management, etc.)
• Remote control tools
• Supervision and monitoring
• Microsoft Office Suite
• Methodologies
• ITIL Foundation or equivalent
• Incident, Problem, and Change Management

Profile

• Training: Bachelor's degree (Bac +3) to Master's degree (Bac +5) in IT, Networks, or Information Systems.
• Experience: Significant experience in L1/L2 user support. Initial successful experience in coordinating or managing a support team. Experience in a multi-site environment and/or ESN is highly appreciated.
• Behavioral Skills: Leadership and ability to federate a team. Excellent customer service skills. Analytical and problem-solving skills. Priority management and stress resistance. Team spirit and communication skills. Rigor, autonomy, and proactivity.
• Performance Indicators (KPIs): SLA compliance. First-level resolution rate. Average incident processing time. Customer satisfaction (CSAT). Number of recurring incidents. Quality and completeness of documentation.