IT Support Manager H/F

EFOR; Champagne-au-Mont-d'Or; Remote; EUR 60,000 - 100,000; Full time

Job summary

EFOR is seeking an experienced IT Support Manager to lead a distributed team across Europe, Americas, and APAC. You will drive user-centric support, foster a customer-focused culture, and partner with stakeholders to elevate IT as a trusted business enabler.

You will oversee service delivery, incident management, and continuous improvement, shaping the future of IT services within the group.

Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, or related field.
• 3-5+ years of experience in IT Support, Service Desk, or End-User Services.
• Experience managing or coordinating support teams in international environments.

Responsibilities

• Lead, coach, and develop the IT Support team across multiple locations.
• Foster a positive, customer-focused culture within the support organization.
• Define priorities, objectives, and performance indicators for the team.
• Ensure high levels of user satisfaction and service quality.
• Act as an escalation point for critical incidents and major user issues.

Job description

As part of our continued international growth, we are looking for an experienced and people-oriented IT Support Manager to lead and elevate our global IT support services.

More than a technical expert, you are a passionate service leader who thrives on helping people, creating positive user experiences, and building strong relationships across the business. You will play a key role in ensuring that IT is recognized as a trusted partner by delivering efficient, proactive, and user-centric support services.

You will lead a distributed support team supporting employees across Europe, Americas, and APAC while driving continuous improvement initiatives, service excellence, and operational maturity.

Key Responsibilities

• Lead, coach, and develop the IT Support team across multiple locations
• Foster a positive, customer-focused culture within the support organization
• Define priorities, objectives, and performance indicators for the team
• Ensure high levels of user satisfaction and service quality
• Act as an escalation point for critical incidents and major user issues
• Promote knowledge sharing, collaboration, and continuous learning

2. Service Delivery Excellence

• Ensure effective management of incidents, requests, and escalations
• Monitor service performance through KPIs, SLAs, and user satisfaction metrics
• Drive continuous improvement of support processes and workflows
• Ensure consistent service delivery across all regions and entities
• Own and improve the IT knowledge base and self-service capabilities
• Identify recurring issues and implement sustainable solutions

3. User Experience & Communication

• Act as a visible and approachable ambassador for IT across the organization
• Build strong relationships with business stakeholders and end-users
• Communicate clearly, positively, and effectively with both technical and non-technical audiences
• Lead user communication during incidents, changes, and service improvements
• Drive initiatives to improve employee digital experience and IT adoption
• Promote a culture of service excellence and customer satisfaction

4. Operational Management

• Oversee end-user support operations covering Microsoft 365, workplace services, devices, and business applications
• Ensure effective management of hardware lifecycle, onboarding, offboarding, and asset management
• Coordinate support activities with infrastructure/cybersecurity, and application teams
• Contribute to IT governance and operational reporting
• Support audits, compliance requirements, and IT policies
• Lead initiatives to modernize and optimize support services
• Drive automation and self-service opportunities
• Contribute to global digital workplace projects
• Implement ITIL best practices and service management standards
• Help shape the future vision of IT services within the Group

Profile Requirements

Education

• Bachelor's or Master's degree in Information Technology, Computer Science, or related field

Experience

• 3-5+ years of experience in IT Support, Service Desk, or End-User Services
• Previous experience managing or coordinating support teams
• Experience in an international and fast-paced environment
• Proven track record in service improvement and user satisfaction initiatives

Technical Skills

• Strong knowledge of Microsoft 365 ecosystem
• Windows administration and endpoint management
• ITSM / Ticketing solutions and support processes
• Knowledge of ITIL principles and service management best practices
• Experience with Intune, Entra ID, Teams, SharePoint, and modern workplace technologies
• Understanding of cybersecurity and user access management concepts

Languages

• Native or fluent French

Soft Skills

• Outstanding communication and interpersonal skills
• Positive attitude and contagious enthusiasm
• Strong customer and service orientation
• Empathy and active listening skills
• Ability to remain calm and solution-focused under pressure
• Leadership and team-development mindset
• Highly organized and results-oriented
• Proactive and continuous improvement mindset

Key Objectives

• Increase employee satisfaction with IT services
• Build a highly engaged and high-performing support team
• Improve service quality, responsiveness, and communication
• Drive operational excellence across global support activities
• Position IT as a trusted business partner throughout the organization

Why Join Us?

• Join a fast-growing international group
• Play a strategic role in the employee digital experience
• Lead impactful transformation and improvement initiatives
• Work with modern cloud and workplace technologies
• Be part of a collaborative, ambitious, and people-centric IT organization