1. L2 Team Management:
Direct management of Level 2 teams;
Management of workload, capacity, and resource allocation;
Incident dispatch and prioritization
; Definition and monitoring of individual and collective objectives;
Support for employees in their career development
; Development and monitoring of skills development plans.
2. Training and Skills Development:
Creation and monitoring of team training plans;
Development of versatility and functional coverage
; Support for the transformation towards a global and cross-functional support model;
Promotion of 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:
Driving 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 the processes: Incident Management Problem Management Major Incident Management
Coordination of inter-team resolution actions
Facilitation of operational governance bodies with stakeholders
Identification and escalation 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 of continuous improvement plans
7. Recruitment and onboarding
Identification of resource needs
Participation in recruitment processes
Selection of profiles aligned with Level 2 needs and the Group's strategic directions
Organization and management of the onboarding of new employees
Desired Candidate Profile
Degree: Master's degree in Computer Science,
8 years of experience.
Languages: Fluent French and English required
. 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.