Job offer : IT Support Team Leader (M/F)

Our IT-specialized team is looking for its client (an IT service company) for an IT Support Team Leader (M/F) for a 3-month temporary contract in Bordeaux.

Start date: As soon as possible

Duration: 3 months

Remuneration: 30/32K€

Location: Bordeaux

The main missions will be

Operational management

• Coordinate activity to ensure compliance with contractual service level agreements (SLA).
• Distribute incidents and requests according to priorities and employee skills.
• Adapt human and material resources to activity needs and ensure service continuity.
• Identify and escalate malfunctions to the relevant contacts.

Team management

• Supervise, lead, and support employees in their missions.
• Evaluate performance, identify areas for improvement, and implement action plans.
• Participate in the recruitment and integration of new employees.
• Ensure skills development, team motivation, and compliance with procedures and the regulatory framework.

Coordination and client relations

• Act as the interface between operational teams, the client, and the various service managers.
• Prepare and lead operational committees and participate in steering committees with the ROC.
• Analyze results, propose areas for improvement, and drive progress actions.

Reporting and continuous improvement

• Monitor activity through dashboards, schedules, and dedicated tools (notably Geiser).
• Perform internal and client reporting.
• Manage cross-functional and technical projects.

Technical expertise and IT environment

• Master application processes related to onboarding/offboarding, CMDB, and interfacing with EasyVista.
• Understand the constraints of the industrial environment and their impact on operations.
• Analyze recurring incidents related to workstations and office automation.
• Identify activities transferable to the Service Center and formalize prerequisites and associated documentation.
• Coordinate the resolution of complex incidents with the client and the Engineering unit

Key skills

• Operational management and team management.
• Incident management and service commitments.
• Client relations and coordination of stakeholders.
• Analysis, reporting, and continuous improvement.
• Knowledge of industrial environments and ITSM tools, notably EasyVista and CMDB.
• Rigor, responsiveness, sense of organization, and interpersonal skills.

Soft-skills

• Listening and communication skills
• Pedagogy
• Proactive
• Analytical mind and sense of business stakes
• Ability to manage crisis situations
• Organization and ability to prioritize