Emplois actuels liés à Deputy Team Leader for IT Support - Paris, Île-de-France - Imerys

  • IT Support Team Lead Deputy

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Support Team Lead Deputy

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job Title: IT Support Team Lead DeputyImerys is a world leader in creating specialty solutions that improve everyday life through minerals. Our success is built on our people and creating an environment where our employees can thrive.We believe that our teams are at their best when they have the opportunity to learn, collaborate, and find new ways to solve...

  • IT Support Team Lead Deputy

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. As a key member of our team, you will provide exceptional support to end-users and clients, ensuring their IT experience is seamless and efficient.This role is part of our EMEA IT Customer Care service...

  • IT Support Team Lead Deputy

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job Title: IT Support Team Lead DeputyImerys is a world leader in creating specialty solutions that improve everyday life through minerals. Our success is built on our people and creating an environment where our employees can thrive.We believe that our teams are at their best when they have the opportunity to learn, collaborate, and find new ways to solve...

  • IT Support Team Lead Deputy

    il y a 5 jours

    Paris, Île-de-France Imerys Temps plein

    Job SummaryImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring seamless communication and timely resolution of issues.Key ResponsibilitiesBackup the France team lead and...

  • IT Support Team Lead Deputy

    il y a 1 semaine

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a high level of service quality and efficiency.The ideal candidate will have a strong background...

  • IT Support Team Lead Deputy

    il y a 7 jours

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring timely resolution of issues, and maintaining a high level of customer satisfaction.The ideal...

  • IT Support Team Lead Deputy

    il y a 1 mois

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Support Team Lead Deputy

    il y a 4 jours

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring seamless IT operations, and driving continuous improvement.The ideal candidate will possess...

  • IT Support Team Lead Deputy

    il y a 1 mois

    Paris, Île-de-France Imerys Temps plein

    Job Title: IT Support Team Lead DeputyWe are seeking a highly skilled and experienced IT Support Team Lead Deputy to join our EMEA IT Customer Care service team at Imerys. As a key member of our team, you will be responsible for providing exceptional IT support to our end-users and clients, ensuring a high level of service quality and efficiency.Key...

  • IT Support Team Lead Deputy

    il y a 3 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. As a key member of our team, you will be responsible for providing exceptional IT support and customer care services to our end-users and...

  • IT Support Team Lead Deputy

    il y a 3 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is part of a global organization with 17,500 employees, and we believe that our teams thrive when they have opportunities to...

  • IT Support Team Lead Deputy

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job OverviewImerys, a world leader in creating specialty solutions, seeks a skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring seamless communication and timely resolution of technical issues.The ideal candidate will possess strong...

  • IT Support Team Lead Deputy

    il y a 4 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Support Team Lead Deputy

    il y a 3 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join our EMEA IT Customer Care service team. As a key member of our team, you will be responsible for providing exceptional IT support and customer care services to our end-users and...

  • IT Support Team Lead Deputy

    il y a 3 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Support Team Lead Deputy

    il y a 4 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Support Team Lead Deputy

    il y a 3 semaines

    Paris, Île-de-France Imerys Temps plein

    Job SummaryJob PurposeImerys, a world leader in creating specialty solutions that improve everyday life through minerals, seeks a highly skilled IT Support Team Lead Deputy to join its EMEA IT Customer Care service team. This role is responsible for providing exceptional support to end-users and clients, ensuring a seamless experience and efficient...

  • IT Team Lead

    il y a 2 semaines

    Paris, Île-de-France Imerys Temps plein

    Job Title: Team Lead ITImerys is seeking a highly skilled and experienced Team Lead IT to join our EMEA IT Customer Care service team.Key Responsibilities:Lead and manage the IT Support team, ensuring timely and effective resolution of technical issues.Develop and implement IT support processes and procedures to improve service delivery and customer...

  • Deputy Counsel

    il y a 4 semaines

    Paris, Île-de-France International Chamber of Commerce (ICC) Temps plein

    Job Title: Deputy Counsel - Swiss-Italian TeamWe are seeking a highly skilled and experienced Deputy Counsel to join our Swiss-Italian team. As a key member of our case management team, you will be responsible for assisting with the administration of international arbitration cases connected to Italy and Switzerland.About the RoleThe Deputy Counsel will be...

Deputy Team Leader for IT Support

Il y a 2 mois

Paris, Île-de-France Imerys Temps plein
Position Overview

Deputy Team Leader for IT Support

Role Summary

OBJECTIVE

Imerys stands as a global frontrunner in delivering specialized solutions that enhance daily life through mineral applications. Our achievements are rooted in our workforce and fostering an atmosphere where our 17,500 employees worldwide can excel.

We firmly believe that our teams perform optimally when they are afforded opportunities to learn, collaborate, and innovate in addressing our clients' needs, irrespective of their departmental affiliation.

This role is integral to the EMEA IT Customer Care service team.

The IT Customer Care (ITCC) division establishes and upholds standards and protocols as dictated by the Group. ITCC is responsible for the design, deployment, and support of both regional and business area-specific solutions and applications.

The IT Support & Customer Care function is tasked with Level 2 IT support and VIP assistance for end users and clients . As the deputy to the Team Leader, this individual will serve as the primary liaison and communication channel with clients, overseeing ticket assignments to ensure effective resolution of issues, including work scheduling and keeping clients informed about the status and progress of solutions.

SCOPE OF WORK

  • User Base: 7000 users across EMEA
  • Number of Regional Applications: 50
  • Divisions: 9
  • EMEA Locations: 150
  • Internal Service Providers: 10, External: 20 (Third Party Management)
  • Monthly Incident Tickets: 3000 for EMEA - 350 for France Level 2 team

PRIMARY DUTIES AND RESPONSIBILITIES

Team Leadership Support:

  • Ensure quality user experience and efficient support delivery
  • Manage incident workflow: assign tickets to technicians, qualify issues, identify duplicates or major incidents, escalate as necessary or redirect to appropriate support levels
  • Conduct thorough problem identification, research, isolation, resolution, and follow-up to ensure timely closure of trouble tickets in the tracking system
  • Maintain control over backlog, implementing reporting and metrics (KPI)
  • Monitor quality (process adherence, information accuracy, quality assurance)
  • Manage knowledge resources (creation of knowledge articles for users and technicians)
  • Act as a key contact for other support levels and non-standard issues (L1, Network, Infrastructure, other teams...)
  • Contribute to continuous improvement initiatives regarding workflows or processes
  • Oversee specific projects at the ITCC level (computer replacements, software updates, meeting room enhancements)
  • Serve as a reliable backup for the Team Leader at the headquarters
  • Supervise and mentor trainees

Operational Leadership:

  • Provide VIP support and assistance during meetings
  • Offer Level 2 support during peak workloads (remotely or on-site)
  • Update and manage the Configuration Management Database (CMDB) and asset management
  • Oversee inventory and asset procurement processes
  • Execute operational tasks (clean-ups, inventories)

Additional Requirements:

  • Proficient or good command of English (Spanish is a plus)
  • Strong familiarity with Service Now
  • Willingness to travel to remote sites as needed

INTERNAL & EXTERNAL RELATIONSHIPS

Within the Organization:

  • Reports directly to the EMEA IT France Team Leader
  • Collaborates with internal end users and clients
  • Engages with EMEA and Group IT infrastructure representatives
  • Coordinates with other support levels

Outside the Organization:

  • Works with service subcontractors and suppliers
  • Engages with external end users and clients

JOB REQUIREMENTS

Education and Experience

Essential Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or Engineering
  • 3-4 years of experience in senior technical roles or leadership within IT help desk environments or related fields
  • Proven experience in installations, relocations, and modifications of end-user IT equipment
  • Experience providing end-user support through remote assistance tools
  • Strong interpersonal skills with both internal and external stakeholders
  • Excellent analytical abilities
  • Proficient or fluent English speaker

Desirable Qualifications:

  • Experience in a culturally diverse global organization
  • Proficiency in another European language is advantageous
  • Knowledge of Project Management principles
  • Experience in IT help desk transformation initiatives

Soft Skills and Competencies

Leadership and Autonomy

  • Ability to work independently and coordinate with various stakeholders
  • Flexibility in working hours to accommodate diverse geographical locations

Communication and Collaboration

  • Strong verbal and written communication skills across multiple organizational levels
  • Excellent interpersonal and collaborative abilities
  • Capacity to proactively communicate detailed information to management and project teams
  • Ability to convey messages effectively to a variety of audiences
Employment Type

Full-time and Permanent

Please note that only technical inquiries will be addressed through the specified contact method.

To ensure fairness and compliance in our recruitment processes, only applications submitted through the online application system will be considered.

IMERYS is committed to being an Affirmative Action and Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on 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.