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 a team coordination or informal leadership role is preferred
- _Experience working in an international or group-structured organization is a plus
Publiée le 21/05/2026 - Réf : 4088226/28902915 TLST/59L
