User Support Manager

About the company

Are you dynamic and looking for a meaningful mission in a high-growth context? Then we are the perfect organization!

Nutrisens is a fast-growing French group, a specialist in health nutrition, with the ambition to improve the quality of life of people weakened by age, illness, or eating disorders. Thanks to a wide and innovative range of products, the group is a leading player in the French market and is actively expanding internationally (currently present in 6 countries in Europe and in South America).

Nutrisens became a "Mission-led Company" (Entreprise à Mission) as of January 1st, 2024; our mission is also to contribute to responsible commitments, with 3 pillars that are close to our hearts:

• Improving the health of the most fragile individuals
• Reducing our environmental impact
• Co-constructing our societal project with our ecosystem

Your tasks

Reporting to the IT Infrastructure Manager, you will take charge of steering user support on a Group-wide scale. You will manage support teams in France and coordinate international teams, whether they are internal or outsourced.

In a multi-site and international environment, you are the guarantor of the quality of IT support services (workstations, business applications, ERP) and ensure the delivery of an efficient, consistent, and user-oriented service.

• Steer and structure IT support
• Define, implement, and evolve ITIL support processes

• Guarantee the availability of IT services and compliance with service levels (SLA, OLA).
• Supervise the operation of the Service Desk and ensure the efficient processing of incidents and user requests.

• Be responsible for Major Incident Management and associated communication.
• Manage support teams and skills

• Supervise internal support teams (workstations, applications, ERP) with a focus on service quality and continuous improvement.
• Support the skill development of teams regarding ITIL processes, tools, and business applications.

• Establish a culture oriented toward service, user satisfaction, and respect for commitments.
• Manage service providers and international subsidiary support

• Coordinate external IT providers and local teams of foreign subsidiaries within a harmonized service framework.
• Define, monitor, and steer service contracts (SLA, KPI, penalties, steering committees).

• Guarantee the alignment of international support practices with group standards.
• Ensure the escalation and resolution of complex or cross-functional incidents.

• Contribute to the continuous improvement of IT services
• Implement and analyze support performance indicators (resolution rate, MTTR, user satisfaction).

• Propose and monitor continuous improvement plans for IT services and user experience.
• Contribute to IS evolution projects in connection with the Infrastructure Manager and the IT Department.

Requirements

You have higher education in IT and proven experience (5 years) in managing IT support teams, ideally in a multi-site and international context.

You master workstation environments and have a good understanding of IT infrastructures and application architectures.

You have had significant experience in functional or technical ERP support.

You have proven experience in managing IT support teams and are comfortable coordinating providers and teams, including in an international and remote environment.

You know how to prioritize activities, make decisions, and effectively manage emergency situations.

You are recognized for your communication skills, your pedagogical approach, and your ability to unite teams.

You are comfortable in English (written/spoken).