Tech Support Team Leader
Tech Support Team Leader
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Plan and oversee the teams work. Delegate tasks appropriately and ensure their successful .
- Ensure alignment with company objectives and IT service level agreements (SLAs).
- Conduct regular 1:1 meetings and team briefings to ensure alignment and address concerns.
- Provide constructive and timely feedback.
- Take action to address performance issues recognize achievements.
- Make recommendations for salary increases bonuses and promotions based on contributions.
- Identify skill gaps create personal development plans (PDPs) and drive initiatives for professional growth including training in technical and soft skills.
- Resolve complex technical issues that exceed the expertise of other team members acting as the final escalation point.
- Ensure resilience of IT systems and compliance with established cybersecurity policies and standards.
- Develop and implement a consistent strategy for testing and rolling out technical solutions.
- Maintain transparent and effective communication channels within the team and across departments.
- Serve as the bridge between the Helpdesk team and senior leadership.
- Analyze and propose improvements to technical procedures and operational processes.
- Automate repetitive tasks to enhance efficiency and accuracy.
- Define monitor and analyze key performance indicators (KPIs) such as resolution times ticket volumes and customer satisfaction.
- Create actionable reports to present to stakeholders.
- Foster a positive and collaborative work environment promoting teamwork and cooperation.
Qualifications :
- Bachelors degree in IT Computer Science or a related field.
- Additional certifications such as ITIL Microsoft Certified Solutions Associate (MCSA) or similar are a plus.
- Strong analytical skills and a proactive solutionoriented mindset.
- Proven leadership and team management capabilities including conflict resolution.
- Excellent interpersonal and communication skills to engage internal stakeholders.
- Familiarity with ITSM tools like ServiceNow Zendesk or Jira.
- Competence in developing IT policies and processes.
- Demonstrated experience in managing an IT Helpdesk team or similar.
- Handson experience with IT infrastructure management (hardware software and networks).
- A track record of process optimization and automation in IT operations.
- Fluency in French.
- Proficiency in English (min. B2 level required).
Additional Information :
And if you join our community you will be able to benefit from:
- individual variable compensation (CDI contract)
- attractive profitsharing and profitsharing bonuses
- a collaborative way of working based on autonomy and responsibility
- professional development opportunities throughout your career
In a topnotch working environment you will be proud to take part in our business project.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
