IT Support Supervisor – Hybrid L1L2 (Hands-On Role)

Reporting to the IT Manager you will join an international IT Helpdesk team currently composed of 6 members based in France and the United States. As part of our global expansion we are also building up the team in India. You will play a key role in supporting the recruitment onboarding and management of this new team contributing to its structuring and long-term development. 
 
As an IT Support Supervisor you will combine operational supervision with a strong hands-on involvement in complex support activities. 

Your role is critical in ensuring a high level of service quality for the Sia Group worldwide covering: 

• global IT asset management 

• supervision of Hybrid L1/L2 support activities 

• direct involvement in complex incidents 

• and dedicated support for VIP users. 

This is not a purely managerial role: you will actively handle tickets support users and assist the team on advanced or sensitive cases. 

Key Responsibilities 

Operational Support (Hands-On) 

• Diagnose and resolve complex IT incidents through multiple channels (ticketing system phone Teams on-site). 

• Act as an escalation point for L1/L2 support on advanced technical issues. 

• Provide high-level support to VIP users ensuring discretion responsiveness and service excellence. 

• Participate in on-site interventions when required. 

Support Supervision & Team Assistance 

• Supervise daily activities of the Hybrid L1/L2 support team (France / international scope with a Day/night shift) 

• Support and mentor technicians in incident resolution and troubleshooting. 

• Ensure proper prioritization SLA compliance and service continuity. 

• Actively assist the team during peak workload or complex situations. 

Knowledge & Process Improvement 

• Maintain update and improve the Sia IT Knowledge Base (KB). 

• Contribute to the standardization and optimization of support processes. 

• Share best practices and technical knowledge with the team. 

Device Management 

• Manage MDM solutions (Microsoft Intune Kandji). 

• Work with Microsoft technologies: Microsoft 365 Entra ID (Azure AD) Intune. 

• Ensure maintenance and evolution of the global IT hardware fleet (workstations peripherals). 

• Participate in IT migrations and large-scale deployments worldwide. 

Coordination & Communication 

• Participate in regular meetings with the IT team in France 

• Act as a key liaison between support teams and IT management. 

• Provide reporting and feedback on incidents risks and improvement opportunities. 

Qualifications :

Education & Experience

• Bachelors/masters degree in Computer Science Information Technology or related fields 
• Significant professional experience (typically 5 years) in IT Support and supervision 

Technical Skills 

Strong knowledge of: 

• Microsoft 365 environment 

• Entra ID (Azure AD) 

• Intune and Kandji (MDM) 

• End-user hardware and operating systems 

• Mac and Windows 

Solid understanding of: 

• IT infrastructures 

• Networks fundamentals 

• Cloud-based architectures 

• Comfortable with ticketing systems and ITSM best practices. 

Soft Skills 

• Excellent interpersonal and communication skills. 

• Ability to interact confidently with senior stakeholders and VIP users. 

• Strong sense of priorities autonomy and accountability. 

• Team-oriented mindset with a hands-on approach. 

• Proactive open-minded and eager to learn and improve. 

Languages 

• Fluent English (spoken and written) is mandatory; able to communicate smoothly and professionally in all situations. 

• French is a plus. 

Additional Information :

Sia is an equal opportunity employer. All aspects of employment including hiring promotion remuneration or discipline are based solely on performance competence conduct or business needs. 

Remote Work :

No

Employment Type :

Full-time