Context :
For one of our clients, we are looking for an experienced IT Support Team Leader to supervise and lead the team of technicians in charge of our client’s IT support services. The ideal candidate will have strong IT service management expertise and significant experience in coordinating technical teams.
Missions :
- Management and Coordination:
- Supervise IT support teams and ensure the proper distribution of tasks.
- Guarantee compliance with service level agreements (SLAs) and ensure the quality of interventions.
- Organize daily stand-up meetings to monitor the progress of incidents and requests.
- Communication and Customer Interface :
- Act as the main point of contact between the support team and customer managers.
- Ensure smooth communication with internal customers, handling escalations and resolving critical issues.
- Performance Monitoring and Continuous Improvement:
- Assess team performance, provide constructive feedback, and propose development plans.
- Contribute to risk management and the implementation of corrective action plans.
- Operational support:
- Actively assist technicians with complex escalations.
- Participate in the training of newcomers and backups, ensuring an effective skills progression.
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