Team Leader - Fluent English (M/F)

SCC, the technology division of the Rigby Group, 1 private IT group in Europe. In France, SCC generates €3 billion in turnover thanks to the commitment of its 3,500 employees, serving more than 5,000 clients. From IT infrastructure to Cloud, including cybersecurity, AI, workplace, or software solutions, SCC supports the digital transformation of companies. Our ambition: to strengthen our clients' performance along three axes: Modernize their infrastructures and support their evolution towards the Cloud Deploy their Network and Security strategies Develop the usage and experience of their users Our values: entrepreneurial spirit, professionalism, team spirit, commitment, diversity. Join us! The position: For our prestigious public sector client, you will intervene as direct support to the Operational Account Manager (ROC), in an environment with high service quality requirements, particularly for VIP users. In this context, you will hold a key role with a dual dimension: local coordinator and technical referent. If you are interested, you will like what follows, hang in there! Your missions will be:

• Local Coordinator:
• Build and manage the team's schedules,
• Be the operational escalation point for on-site technicians,
• Facilitate communication between field teams and the ROC,
• Monitor activity through performance indicators (SLA),
• Manage the backlog and distribute tickets in real time based on priorities,
• Report KPIs, critical alerts, and areas for improvement during meetings with the ROC (at the client's 2 sites).
• Technical Referent:
• Intervene as reinforcement or escalation on complex level 2 incidents, particularly for VIP users / high-profile individuals,
• Write, update, and validate technical procedures and documentation for the team,
• Participate in the integration of new employees: support and training.

The list of tasks is not exhaustive. Profile sought:

• You have at least 2 years of experience in similar roles,
• You have confirmed experience in N2 local support, ideally in a demanding environment (VIP, COMEX?),
• You have fluent English (C1),
• You possess good interpersonal skills,
• You know how to respect and apply rules and procedures,
• You have very good elocution and are pedagogical,
• You have a sense of service,
• You are organized and rigorous.