Job Description

Roles & Responsibilities

Job Description

Context

As part of the development of its IT outsourcing and user support activities, our IT services company is looking for a Level 1/Level 2 Support Lead . As a true operational expert, you will manage the local and remote support activities, guarantee the quality of service delivered to clients and support the skills development of technicians.

Main missions

Management of Support Activities

• Supervise the daily activity of the N1 and N2 support teams.
• Ensure compliance with SLAs and contractual commitments.
• Prioritize incidents and coordinate resolution actions.
• Monitor key performance indicators (KPIs) and produce associated reports.
• Organize and lead team meetings and operational points.

Incident and request management

• Responding to complex or critical incidents requiring advanced expertise.
• Ensure escalation to N3 teams, publishers or suppliers when necessary.
• Ensure the quality of ticket processing and compliance with procedures.
• Participate in crisis management and escalation cells.

Functional management and support

• To provide functional supervision to N1 and N2 technicians.
• To distribute the workload and optimize available resources.
• To train and support employees in their skills development.
• Ensure the application of ITIL best practices and internal processes.

Am lioration continue

• Identify areas for improvement in support processes.
• Participate in the creation and updating of the knowledge base.
• Propose actions aimed at reducing the volume of recurring incidents.
• Contribute to projects for the transformation and improvement of support tools.

Relation client

• to be the preferred point of contact for clients on operational matters.
• Participate in monitoring committees and service reviews.
• Ensure proactive communication on major incidents and action plans.

Desired Candidate Profile

Qualifications

Comp tences techniques

Systems and Environments

• Windows 10/11
• Windows Server
• Microsoft 365
• Active Directory / Azure AD (Entra ID)
• Exchange Online
• Teams
• Intune (appr ci )

Networks

• TCP/IP
• LAN / WAN
• VPN
• Wi-Fi
• DNS / DHCP

Tools

• ITSM tools (ServiceNow, EasyVista, GLPI, Jira Service Management, etc.)
• Remote access tools
• Supervision et monitoring
• Suite Microsoft Office

M thodologies

• ITIL Foundation ou quivalent
• Incident, problem and change management

Search profile

Formation

• Bachelor's degree (3 years of higher education) or Master's degree (5 years of higher education) in Computer Science, Networks or Information Systems.

Exp rience

• Significant experience in N1/N2 user support.
• Successful first experience in coordinating or managing a support team.
• Experience in a multi-site environment and/or IT services company is highly valued.

Behavioral skills

• Leadership and ability to unite a team.
• Excellent customer service skills.
• Analytical and problem-solving skills.
• Priority management and stress resistance.
• Team spirit and communication skills.
• Rigour, autonomy and proactivity.

Key Performance Indicators (KPIs)

• Compliance with SLAs.
• First-level solution rate.
• Average incident handling time.
• Satisfaction client (CSAT).
• Number of incidents r currents.
• Quality and completeness of the documentation.