Tech Support Team Leader

Responsibilities:

• Plan and oversee the team's work. Delegate tasks appropriately and ensure their successful completion.
• 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 and 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:

• Bachelor's 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 solution-oriented 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.
• Hands-on experience with IT infrastructure management (hardware, software, and networks).
• A track record of process optimization and automation in IT operations.
• Fluency in French.

Additional Information:

And if you join our community you will be able to benefit from:

• Individual variable compensation (CDI contract)
• Attractive profit-sharing and profit-sharing bonuses
• A collaborative way of working based on autonomy and responsibility
• Professional development opportunities throughout your career

In a top-notch working environment, you will be proud to take part in our business project.

Remote Work: Employment Type:

Key Skills: Active Directory, Information Technology, End user, Desktops, OS, Windows, Access Points, Asset Management, SCCM, VPN, Troubleshoot, Computer information system, hardware, Technical Support