Détail du poste We are currently looking for a Team Leader Support technique. Role and responsibilities: - \_Act as an operational hands-on resource, directly managing Level 1 support activities - \_Handle and resolve first-level tickets, including user account management, license assignment, and basic incident troubleshooting - \_Escalate complex issues to Level 2 and Level 3 teams, ensuring proper follow-up and communication - \_Collaborate with international teams across the group, maintaining alignment with global standards and processes - \_Interface with external vendors and service providers, particularly for hosting and infrastructure services - \_Monitor ticket queues and ensure SLA compliance and service quality - \_Support and coordinate Change Advisory Board (CAB) activities, including change scheduling, documentation, and follow-up - \_Contribute to continuous improvement of IT processes, documentation, and service delivery Knowledge: - \_Solid understanding of IT Infrastructure & Operations environments - \_Familiarity with ITSM tools (e.g., FreshService, Jira Service Management) - \_Good knowledge of ITIL framework (Incident, Problem, and Change Management) - \_General knowledge of user management, licensing, and workplace technologies - \_Basic awareness of cloud and hosting environments Le profil recherché Skills: - _Strong operational and hands-on attitude - _Team leadership and coordination skills - _Good communication skills, with the ability to interact with technical and non-technical stakeholders - _Fluent in English (written and spoken) - _Ability to work in an international and multicultural environment - _Basic project management and organizational skills (especially for CAB coordination) - _Problem-solving mindset with attention to detail Experience: - _Minimum 3 years of experience in IT Infrastructure & Operations or Help Desk environments - _Proven experience working with ITSM tools and applying ITIL practices - _Previous experience in
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