IT Support Team Lead Deputy

il y a 6 jours

Paris, Île-de-France Imerys Temps plein
Job Summary

Job Purpose

Imerys, 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. Our success is built on our people and creating an environment where our 17,500 employees around the globe 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 our customers' challenges, no matter what part of the business they are in.

This position 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 area-specific solutions and applications.

The IT Support & Customer Care team is responsible for providing IT Level 2 & VIP support to end users and clients. As the Team Lead Deputy, this person will backup the France team lead, serving as the primary point of contact and communication with customers from ticket assignment to successful resolution, including scheduling work and keeping customers informed of work status and solution progress.

Job Scope/Dimensions

User Base

  • 7000 users across EMEA

Regional Applications

  • 50 regional applications

Division Number

  • 9 divisions

EMEA Sites

  • 150 EMEA sites

Service Providers

  • 10 internal service providers
  • 20 external service providers (TPM)

Incident Tickets

  • 3000 incident tickets per month for EMEA
  • 350 incident tickets per month for France L2 team
Key Tasks and Responsibilities

Team Lead Backup

  • Ensure user experience and quality of support
  • Incident management: assign tickets 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 backlog under control, put reports and stats in place (KPI)
  • Follow up quality (process, compliance of information, quality picking)
  • Knowledge management (Knowledge article productions for users and techs)
  • Key point of contact for other levels of support and non-standard subjects (L1, Network, Infra, other teams)
  • Help with continuous improvement with workflow or processes
  • Manage some projects at ITCC level (computer replacement, updates deployment, meeting rooms evolutions)
  • Be a reliable backup for the team lead on Paris site (Imerys headquarters)
  • Trainees' management and supervision

Production Lead

  • VIP Support & meeting assistance
  • L2 support in case of workload (remote or onsite)
  • PC deployment
  • CMDB updates and follow-up on asset management
  • Follow-up on stocks and asset procurement
  • Operational actions (clean-up, inventories)

Other

  • Fluent or good level in English (Spanish could be an advantage)
  • Good knowledge of Service Now
  • Business trips on remote sites if necessary
Internal & External Interactions

Inside the Company

  • Hierarchically attached to EMEA IT FR Team Lead
  • Internal end users and clients
  • EMEA and Group IT infrastructure representatives
  • Other levels of support

Outside the Company

  • Service subcontractors and suppliers
  • External end users and clients
Job Specifications

Education and Experience Requirements

Essential

  • Bachelor's degree in Computer Science, Information Systems, or Engineering
  • 3-4 years of experience as a senior tech/lead with IT help desk practices and frameworks or related experience
  • Experience performing installations, moves, software, and hardware adds and changes to end users' IT equipment
  • Experience with end-user support using remote support tools
  • Good interpersonal skills with internal and external stakeholders
  • Analytical skills
  • Rigor, organization skills
  • Good or fluent English speaker

Desirable

  • Experience of working within a culturally diverse global company
  • Another European language would be advantageous
  • Project Management knowledge
  • Experience in IT help desk transformation

Soft Skills and Abilities

Leads Self & Leads Others

  • Ability to work in autonomy and coordinate stakeholders
  • Flexible working hours to accommodate diverse geographic locations

Communicates & Collaborates

  • Strong verbal and written communication skills across multiple levels of the organization
  • Interpersonal and collaborative skills
  • Ability to proactively communicate detailed information to management and project team
  • Ability to articulate messages across a variety of audiences

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