IT Help-Desk Manager (W/M)

As our IT Help-Desk Manager,  you will be responsible for leading a team of 10 members to provide IT support for 1,300 users across multiple locations. The primary objective is to ensure customer satisfaction through efficient management of IT services, including hardware, software, and telecommunication systems. The manager will oversee help-desk operations, manage resources, and drive continuous improvement of support services.

Key Responsibilities:

1. People Management (30%)

Manage and lead a team of 10 (5 employees + 5 externals, transitioning to 8 employees + 2 externals in early 2025):

• Level 1 Help-desk: Supervise 2 team members handling simple user requests via phone.
• Level 2 Help-desk: Manage 4 team members handling complex user issues through the portal and face-to-face interactions.
• Back-office: Oversee 4 team members, including 2 O365 administrators, 1 PC manager, and 1 phone manager, responsible for back-office activities.

2. Production and Ticket Management (20%)

• Hardware: Oversee hardware production and follow-up (5% of time).
• Ticketing System: Manage and follow up on software-related tickets, ensuring timely resolution of urgent issues (15%).

3. Project Management (20%)

Manage and execute projects within the help-desk scope, such as:

• Implementation of ITSM tools (e.g., JIRA).
• Migration of files from local storage to SharePoint.
• Transition from standard phones to Teams-based phone systems.

4. Communication & Event Management (10%)

• Oversee audio and video equipment management for meeting rooms (via Teams).
• Manage digital display screens (Navori).

5. Phones Management (10%)

• Manage landline telephony (IPBX configuration) and mobile phones (~600 iPhones).

6. Supplier Management (10%)

• Manage relationships with help-desk service providers, telecom (4G/5G), PBX, and suppliers for meeting rooms and amphitheater equipment.

To ensure optimal customer satisfaction, the IT Help-Desk Manager will implement and manage action plans based on:

• Planning: Develop and maintain schedules that meet both business needs and operational constraints.
• Prioritization: Balance short, medium, and long-term actions, and address urgent vs. important topics.
• Resource Management: Coordinate internal and external team availability.
• Documentation: Maintain and update knowledge documentation.
• Communication: Provide timely updates to users and management when needed.