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Team Lead France IT Support
il y a 3 semaines
JOB PURPOSE
Imerys 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/DIMENSIONS
User number: 2,000 users across EMEA
EMEA Sites : 20-30
Team size: 6-10 (internal/external)
KEY TASKS AND RESPONSIBILITIES
Service Operations Management
In 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 technology
Guarantee helpdesk service quality to end users in collaboration with the global helpdesk
Conduct problem identification, research, isolation, resolution, and follow-up assuring the timely closeout of trouble tickets in the ticket tracking system
Provide IT onsite support for computer upgrades, replacements and mobile devices
Ensure enforcement of procedures defined by and with Service manager and stakeholders
Follow priority 1 & 2 incident, problem, complaint management in collaboration with the global incident managers
Qualify and create problems and ensure they are processed by relevant teams
Assure operational implementation of outsourcing contracts for technical support
Participate in continuous improvement of support services
Ensure the governance of helpdesk services and proximity supports within his perimeter
Follow the budget
Implement a reporting system and KPIs for incidents, problems, complaints in collaboration with the global ITCC management team
Team Management
Lead, manage and coordinate a team of Support Technicians including external resources
Perform 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 members
Responsible for the overall training and development for Support team members
Project Management
May act as a project manager for some Customer Care projects
INTERNAL & EXTERNAL INTERACTIONS
Inside the company
Hierarchically attached to IT customer care director
Internal end users and clients
Other leads of teams of different practices be it infra structure or applications
Other management team members
Outside the company
Help Desk
Service subcontractors
External end users and clients
JOB SPECIFICATIONS
Education and Experience requirements
Essential
Travel 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 experience
3 years of experience managing sizable team
3 years of experience in working in matrix organizations
Good interpersonal skills with internal and external stakeholders
Analytical skills
Rigor, organization skills
Fluent or native English speaker
ITIL foundation
Desirable
Experience of working within a culturally diverse global company
Conversant in French or 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
Delivers results
Solution and strong customer orientation
Client service oriented
Ability to understand business needs and provide technical guidance accordingly
Superior analytical mind-set
Problem solving ability with a rigorous mind-set
Drives improvement
Continuous improvement mind-set
PHYSICAL/ENVIRONMENTAL ASPECTS
The 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.
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PermanentOnly technical issues will be monitored through the below inbox:
recruiting.support@
PLEASE 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.
