Team Leader Support Technique H/F - B-Human
- CDI
- B-Human
Les missions du poste
We are currently looking for a Team Leader Support technique.
Role and responsibilities:
- \_Act as an operational hands-on resource, directly managing Level 1 support activities
- \_Handle and resolve first-level tickets, including user account management, license assignment, and basic incident troubleshooting
- \_Escalate complex issues to Level 2 and Level 3 teams, ensuring proper follow-up and communication
- \_Collaborate with international teams across the group, maintaining alignment with global standards and processes
- \_Interface with external vendors and service providers, particularly for hosting and infrastructure services
- \_Monitor ticket queues and ensure SLA compliance and service quality
- \_Support and coordinate Change Advisory Board (CAB) activities, including change scheduling, documentation, and follow-up
- \_Contribute to continuous improvement of IT processes, documentation, and service delivery
Knowledge:
- \_Solid understanding of IT Infrastructure & Operations environments
- \_Familiarity with ITSM tools (e.g., FreshService, Jira Service Management)
- \_Good knowledge of ITIL framework (Incident, Problem, and Change Management)
- \_General knowledge of user management, licensing, and workplace technologies
- \_Basic awareness of cloud and hosting environments
Le profil recherché
Skills:
- \_Strong operational and hands-on attitude
- \_Team leadership and coordination skills
- \_Good communication skills, with the ability to interact with technical and non-technical stakeholders
- \_Fluent in English (written and spoken)
- \_Ability to work in an international and multicultural environment
- \_Basic project management and organizational skills (especially for CAB coordination)
- \_Problem-solving mindset with attention to detail
Experience:
- \_Minimum 3 years of experience in IT Infrastructure & Operations or Help Desk environments
- \_Proven experience working with ITSM tools and applying ITIL practices
- \_Previous experience in a team coordination or informal leadership role is preferred
- \_Experience working in an international or group-structured organization is a plus