Lead Workstation

il y a 5 jours


Paris, France Buy The Way Temps plein

Dans le cadre du renforcement du pôle Workplace IT, nous recherchons un(e) Lead Workstation & Support Interne.
Ce rôle hybride combine du management d?équipe, du pilotage opérationnel (KPIs) et une expertise technique avancée sur les postes de travail.
? Missions principales
? Leadership & encadrement opérationnelEncadrer, coacher et organiser l?activité de l?équipe support interne (2 techniciens) et d?un ingénieur poste de travail
**Définir et suivre les KPIs du support**: temps de résolution, satisfaction utilisateur, tickets récurrents
Identifier les points de friction et proposer des optimisations (processus, outils, organisation)
? Pilotage de l?activité supportAnalyser les métriques de support et rendre compte régulièrement à la direction IT
Garantir la qualité de service (SLA) et l?amélioration continue
Superviser l?évolution et la bonne utilisation des outils ITSM
?? Expertise Workstation (poste de travail)Être le référent technique senior sur les environnements macOS/Windows, JAMF, Intune
Participer à la définition des images postes, aux automatisations et au déploiement de nouvelles solutions
Piloter des projets transverses liés à l?environnement de travail (sécurité, mobilité, outillage)
? Formation & expérienceBac+3 minimum en informatique ou équivalent
5 à 7 ans d?expérience en support IT + poste de travail
Première expérience confirmée en management
?? Compétences clésLeadership naturel et sens du service
Maîtrise de JAMF, Intune, Google Workspace, outils collaboratifs (Zoom, Atlassian, Cisco)
Capacité à piloter et analyser des KPIs, challenger des pratiques et améliorer l?efficacité collective



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