IT Support Team Lead Deputy

il y a 1 semaine

Paris, Île-de-France Imerys Temps plein
About Imerys

Imerys is a world-leading supplier of mineral-based specialty solutions for various industries. With a strong presence in 54 countries and a revenue of €3.8 billion in 2023, the company offers high-value solutions to fast-growing markets, including energy transition and sustainable construction. Imerys promotes environmentally friendly products and processes, supporting customers in their decarbonization efforts.

The Position

This role is part of the EMEA IT Customer Care service team, responsible for implementing and enforcing standards and policies as defined by the Group. The team designs, deploys, and supports regional and business application-specific solutions and applications.

Key Responsibilities
  • Backup the France team lead and serve as the primary point of contact and communication with customers from ticket assignment to successful resolution.
  • Manage incident tickets, assign tasks to technicians, qualify, identify duplicates or major incidents, escalate, or send back to a good level of support.
  • Conduct problem identification, research, isolation, resolution, and follow-up, ensuring timely closeout of trouble tickets in the ticket tracking system.
  • Keep the backlog under control, create reports and statistics (KPI), and follow up on quality, process compliance, and information quality.
  • Develop knowledge management, create knowledge articles for users and technicians, and serve as a key point of contact for other levels of support and non-standard subjects.
  • Participate in continuous improvement of workflows and processes.
  • Manage some projects at the ITCC level, including computer replacements, updates, and meeting room evolutions.
  • Be a reliable backup for the team lead on the Paris site (Imerys headquarters).
  • Supervise trainees and manage their development.
Requirements
  • Bachelor's degree in Computer Science, Information Systems, or Engineering.
  • 3-4 years of experience in senior tech or lead roles with IT help desk practices and frameworks or related experience.
  • Experience with end-user support using remote support tools.
  • Good interpersonal skills with internal and external stakeholders.
  • Analytical skills, rigor, and organization skills.
  • Fluent English speaker.
Desirable
  • Experience working in a culturally diverse global company.
  • Another European language would be advantageous.
  • Project Management knowledge.
  • Experience in IT help desk transformation.
Soft Skills and Abilities
  • Ability to work autonomously and coordinate stakeholders.
  • Flexible working hours to accommodate diverse geographic locations.

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