Job Description

1. Management of L2 teams

• Direct management of Level 2 teams
• Managing workload, capacity, and resource allocation
• Incident dispatch and prioritization
• Definition and monitoring of individual and collective objectives
• Supporting employees in their career development
• Development and monitoring of skills development plans

2. Training and skills development

• Construction and monitoring of the teams' training plan
• Development of versatility and functional coverage
• Supporting the transformation towards a comprehensive and cross-functional support model
• Promoting the use of AI and automation tools in daily activities

3. Knowledge Management

• Enrichment, structuring and maintenance of the IT HUB knowledge base
• Definition of documentation and capitalization standards
• Use of Group tools (ServiceNow, Teams, SharePoint, Copilot) to ensure the dissemination and sustainability of knowledge
• Implementation of a Knowledge-Centered Support approach

4. Operational Excellence

• Facilitating continuous improvement of Level 2 support
• Management of corrective and preventive actions
• Coordination of activities between L2 and L3 teams
• Monitoring of requests for expertise and development escalated to higher-level teams

5. Incident Management and Governance

• Active participation in processes: Incident Management Problem Management Major Incident Management
• Coordination of inter-team problem-solving actions
• Facilitating operational governance bodies with stakeholders
• Identification and reporting of friction points, risks and improvement needs

6. Performance Management

• Definition and monitoring of operational KPIs
• Production of dashboards and management reporting
• Analysis of trends, volumes, service quality and user satisfaction
• Proposal for continuous improvement plans

7. Recruitment and onboarding

• Identification of resource needs
• Participation in the recruitment processes
• Selection of profiles aligned with Level 2 needs and the Group's strategic directions
• Organizing and managing the onboarding of new employees

Desired Candidate Profile

Degree: Master's degree in Computer Science

8 years of experience

Languages: French and English required (fluent level)

Experience: Significant experience in managing technical teams and providing IT support

Technical skills: Proficiency in IT service management tools (ServiceNow, SharePoint, Teams, Copilot)

Soft Skills: Leadership, analytical skills, prioritization, communication