IT Support Manager (M/F)
Job Type: CDI
Status: Cadre - Forfait jours
Reporting to: Directeur des Systèmes d'Information (DSI)
Spoken and written English required.
Our group consists of nearly 910 people, bringing together 21 commercial subsidiaries for a turnover of over €500M. We specialize in the distribution of equipment and accessories for fluid circulation in building construction, public works, and industry, as well as heavy tools intended for the general public and professionals.
Our DSI of 17 people is organized into 4 hubs (Support, Applications, Infrastructure/security, and Data).
IT support is the single point of entry for our DSI for the group's users. As IT Support Manager, your mission is to guarantee user satisfaction while ensuring smooth coordination with all technical experts. You will drive the activity, manage the team (Currently 2 people but likely 3 in the coming months) and act as the conductor for incident resolution.
You are a member of the expanded Codir of Thermador Groupe (=The group's holding company) and the IT codir (With the DSI, the application manager, and the Infrastructure and security manager).
Profile Your Main Missions
- Management and Activity Steering
Lead the support team and prioritize requests to guarantee business continuity. Monitor key indicators (KPIs) and optimize processes (ticketing, resolution methods). Ensure irreproachable service quality and manage priorities.
- Interface and Escalation within the DSI
Cross-functional coordination: act as the central pivot between users and the various DSI hubs. Structured escalation: identify complex incidents requiring specific expertise and ensure the handoff (level 2/3 escalation) to the hubs: Applications: For anomalies related to business software and ERP. Infrastructures & Sécurité: For network, server, or security alert issues. Data: For subjects related to EDI or business intelligence. End-to-end follow-up: Guarantee that escalated cases are followed up until closure and inform the user of the progress.
- Training and Continuous Improvement
Design technical documentation and training materials. Perform technological monitoring to propose innovative solutions. Formalize internal procedures to harmonize the team's responses. Hold regular meetings with subsidiaries to ensure the satisfaction of subsidiary management and users.
Your Profile
Key technical skills:
Mastery of project management and ticketing tools (Freshservice). Excellent knowledge of office environments, management software (ERP), and IT fundamentals (networks, security). Ability to understand the stakes of the different hubs (Data, Infra, Appli) to effectively direct requests. Soft skills:
Interpersonal skills and Diplomacy: You are the DSI ambassador to the users. Communication: You communicate on behalf of the DSI. You must therefore have real communication skills, both written and oral. Analytical mindset: To precisely qualify needs before escalation. Pedagogy: Ability to simplify technical subjects. Reactivity: Calm management of priorities and emergency situations. Additional Remuneration Profit-sharing plan Other information Why join us?
A central role at the heart of the DSI service strategy. Rich interaction with all technical professions (Data, Cyber, Infra, Dev). An environment encouraging initiative and optimization of working methods.
Remuneration: 40,000 / 48,000K