IT Support Supervisor – Hybrid L1/L2 (Hands-On Role)

Sia; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Sia, a global management consulting group, is expanding its IT Helpdesk in India. Reporting to the IT Manager, you will supervise a 6-member team and actively handle tickets, VIP support, and complex incidents to ensure high service quality across global operations.

The role combines hands-on IT support with leadership, covering asset management, L1/L2 oversight, and knowledge-base improvements. Fluency in English is required; French is a plus.

Qualifications

• Bachelor’s or master’s degree in Computer Science, Information Technology, or related fields.
• 5+ years of professional experience in IT support and supervision.
• Experience managing IT helpdesk teams across international locations is a plus.

Responsibilities

• Diagnose and resolve 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.
• 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.
• 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 using MDM solutions such as Microsoft Intune and Kandji.

Skills

IT Support

Team supervision

VIP support

Incident resolution

Communication

Education

Bachelor’s/Master’s degree in Computer Science or IT

Tools

Microsoft 365

Azure Entra ID

Intune and Kandji (MDM)

Job description

Sia is a next-generation, global management consulting group. Founded in 1999, we were borndigital. Today our strategy and management capabilities are augmented by data science, enhanced bycreativityand drivenby responsibility.We’re optimists forchangeand we help clientsinitiate,navigateandbenefitfrom transformation. We believe optimism is aforce multiplier, helping clients to mitigate downside andmaximizeopportunity.

Withexpertiseacross a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in19 countries.Ourexpertisedelivers results. Our optimism transforms outcomes.

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 structuringand long-term development.

As an IT Support Supervisor, you will combineoperational supervisionwith astronghands-on involvementin complex support activities.

Your role is critical in ensuringa high levelof service quality for the Sia Group worldwide, covering:

• globalIT asset management,
• supervision of Hybrid L1/L2 support activities,
• direct involvement in complex incidents,
• and dedicated support for VIP users.

This isnot a purely managerial role: you will actively handle tickets, support users, andassistthe teamonadvanced or sensitive cases.

Key Responsibilities

Operational Support (Hands-On)

• Diagnose and resolvecomplex IT incidentsthrough multiple channels (ticketing system, phone, Teams, on-site).
• Act as anescalation pointfor L1/L2 support on advanced technical issues.
• Providehigh-level support to VIP users, ensuring discretion, responsiveness, and service excellence.
• Participate in on-site interventions whenrequired.

Support Supervision & Team Assistance

• Supervise daily activities of theHybrid L1/L2 support team(France / international scope, with a Day/night shift)
• Support and mentor technicians in incident resolution and troubleshooting.
• Ensureproperprioritization, SLA compliance, and servicecontinuity.
• Activelyassistthe team during peak workload or complex situations.

Knowledge& ProcessImprovement

• Maintain, update, and improve theSia IT Knowledge Base (KB).
• Contribute to the standardization and optimization of support processes.
• Share best practices and technical knowledge with the team.

DeviceManagement

• ManageMDM solutions(Microsoft Intune, Kandji).
• Work with Microsoft technologies:Microsoft 365, Entra ID (Azure AD), Intune.
• Ensure maintenance and evolution of theglobal IT hardware fleet(workstations, peripherals).
• Participate inIT migrations and large-scale deploymentsworldwide.

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.

Education & Experience

• Bachelor’s/master'sdegree in Computer Science, Information Technology, or related fields
• Significant professional experience (typically5+ years)in IT Support and supervision

TechnicalSkills

Strongknowledgeof:

• Microsoft 365environment
• Entra ID (Azure AD)
• Intune and Kandji (MDM)
• End-user hardware and operating systems
• Mac and Windows

Solidunderstandingof:

• IT infrastructures
• Networksfundamentals
• Cloud-basedarchitectures
• Comfortable with ticketing systems and ITSM best practices.

SoftSkills

• Excellent interpersonal and communication skills.
• Ability to interact confidently withsenior stakeholders and VIP users.
• Strong senseof 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.
• Frenchisa plus.

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.