Main Mission: Provide Level 2 support for April project users, ensure the efficient resolution of incidents, and coordinate the Service Desk team to guarantee optimal service quality. Key Responsibilities: Level 2 User Support: Diagnose and resolve complex incidents not handled by Level 1 support. Escalation Management: Liaise with Level 3 and Infrastructure teams for critical issues. Operational Leadership: Supervise and motivate the Service Desk team, organize task allocation. Ticket Tracking: Ensure compliance with SLAs and produce regular reports. Documentation and Procedures: Write and update resolution guides and best practices. Continuous Improvement: Propose optimizations to reduce recurring incidents.
Desired Candidate Profile
Bachelor's/Master's degree in Computer Science or equivalent. Minimum 5 years of proven experience in IT support (Level 2 Service Desk). Strong skills in Windows 10/11 environments, Active Directory, M365, and ITSM tools (ServiceNow, Remedy, Jira). Ability to demonstrate leadership and prioritization skills. Excellent communication and customer service skills. French required, English preferred.