Team Lead France IT Support

Join to apply for the Team Lead France IT Support role at ImerysContinue with Google Continue with GoogleJoin to apply for the Team Lead France IT Support role at ImerysThe CompanyImerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.The CompanyImerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.The PositionTeam Lead France IT SupportJob SummaryJOB PURPOSEImerys is a world leader in creating speciality solutions that improve everyday life through minerals. Our success is built on our people and creating an environment where our 14,500 employees around the globe can thrive.We passionately believe that our teams are at their best when they have the opportunity to learn, collaborate and find new ways to solve our customers’ challenges, no matter what part of the business they are in.ITCC (Information Technology Customer Care) implements and enforces standards and policies as defined by the Group. ITCC designs, deploys and supports regional and BA specific solutions and applications.This position is part of the IT Customer Care Management team.The IT Support & Customer Care team hub lead is in charge for the overall support quality including the proximity support for their geographical scope.This person will lead his/her team in regards to adherence to processes and quality of work delivered. This includes the handling of incidents, service requests, realization of demands/project.JOB SCOPE/DIMENSIONSUser number: 2,000 users across EMEAEMEA Sites : 20-30Team size: 6-10 (internal/external)Key Tasks And ResponsibilitiesService Operations ManagementIn addition to ensuring quality IT support services, the Hub Lead will visit various plant sites on a regular basis to build relationships with ITCC technicians, understand site-specific issues, and facilitate the alignment of support processes.Ensure efficient respond to IT incidents through a variety of means, such as phone and desktop support, or remote technologyGuarantee helpdesk service quality to end users in collaboration with the global helpdeskConduct problem identification, research, isolation, resolution, and follow-up assuring the timely closeout of trouble tickets in the ticket tracking systemProvide IT onsite support for computer upgrades, replacements and mobile devicesEnsure enforcement of procedures defined by and with Service manager and stakeholdersFollow priority 1 & 2 incident, problem, complaint management in collaboration with the global incident managersQualify and create problems and ensure they are processed by relevant teamsAssure operational implementation of outsourcing contracts for technical supportParticipate in continuous improvement of support servicesEnsure the governance of helpdesk services and proximity supports within his perimeterFollow the budgetImplement a reporting system and KPIs for incidents, problems, complaints in collaboration with the global ITCC management teamTeam ManagementLead, manage and coordinate a team of Support Technicians including external resourcesPerform performance management on the team in regards to output, utilization and disciplinary (adherence to process and procedures)Defines the skills and talents for Support team membersResponsible for the overall training and development for Support team membersProject ManagementMay act as a project manager for some Customer Care projectsINTERNAL & EXTERNAL INTERACTIONSInside the companyHierarchically attached to IT customer care directorInternal end users and clientsOther leads of teams of different practices be it infra structure or applicationsOther management team membersOutside the companyHelp DeskService subcontractorsExternal end users and clientsJOB SPECIFICATIONSEssentialEducation and Experience requirementsTravel Requirements: Frequent travel may be required to various plants and sites within the region to engage with ITCC technicians and familiarize oneself with local operations and challenges.6 years of experience with IT help desk practices and frameworks or related experience3 years of experience managing sizable team3 years of experience in working in matrix organizationsGood interpersonal skills with internal and external stakeholdersAnalytical skillsRigor, organization skillsFluent or native English speakerITIL foundationDesirableExperience of working within a culturally diverse global companyConversant in French or another European language would be advantageousProject Management knowledgeExperience in IT help desk transformationSoft Skills And AbilitiesLeads self & Leads othersAbility to work in autonomy and coordinate stakeholdersFlexible working hours to accommodate diverse geographic locationsCommunicates & CollaboratesStrong verbal and written communication skills across multiple levels of the organizationInterpersonal and collaborative skillsAbility to proactively communicate detailed information to management and project teamAbility to articulate messages across a variety of audiencesDelivers resultsSolution and strong customer orientationClient service orientedAbility to understand business needs and provide technical guidance accordinglySuperior analytical mind-setProblem solving ability with a rigorous mind-setDrives improvementContinuous improvement mind-setPHYSICAL/ENVIRONMENTAL ASPECTSThe employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision.This role primarily involves computer and telephone use and requires both close and distance vision. The position is flexible and accommodates various needs to ensure an inclusive work environment.Imerys is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.Position TypeFull timeandPermanentOnly technical issues will be monitored through the below inbox:recruiting.support@ imerys.comPLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesMiningReferrals increase your chances of interviewing at Imerys by 2xGet notified about new Information Technology Support Team Lead jobs in Paris, Île-de-France, France.ALT - SUPPORT INFORMATIQUE - DEPARTEMENT WORKPLACE F/HMontrouge, Île-de-France, France 3 weeks agoColombes, Île-de-France, France 2 weeks agoALTERNANCE SUPPORT INFORMATIQUE (F/H/X) - SEPTEMBRE 2025 - GIORGIO ARMANILevallois-Perret, Île-de-France, France 2 weeks agoResponsable d'applications - IT Compliance Financial Security H/FMontrouge, Île-de-France, France 2 weeks agoNeuilly-sur-Seine, Île-de-France, France 2 weeks agoVillebon-sur-Yvette, Île-de-France, France 3 weeks agoWe’re unlocking community knowledge in a new way. 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