IT Support Manager - Technical Senior (Paris)

Haddad Brands Europe operates in workplace operations and digital workplace services, coordinating internal and external teams for user support, collaboration tools, telephony, and IT service management. The office is located in Paris, France, with some hybrid work possible between Paris and Poland.

• Bachelor's or Master's degree in IT or equivalent.
• Proven 3 to 5 years experience in a similar role within a large organization.
• In-depth knowledge of the Microsoft 365 environment (Exchange, Teams, Intune, OneDrive, SharePoint).
• Solid foundation in SharePoint administration and automation.
• Good understanding of Windows and network environments.
• Experience managing and administering workplace environments, mobile fleets, and ITSM tools (Matrix42 is a plus).
• Experience managing IT estate, licences, and support function budgets.
• Experience managing teams.
• Experience implementing support KPIs (SLAs, resolution times).
• Professional level English and basic French for international communication.
• Positive leadership skills to unite, motivate, and develop the team.
• Strong service orientation and communication skills.
• Strong analytical, planning, and prioritization abilities.
• Pragmatic mindset focused on solutions and continuous improvement.

User support and service management:

• Manage internal and external user support activities ensuring service quality.
• Supervise, coach, and develop support teams.
• Oversee incident, request, and problem management with SLA compliance.
• Coordinate resolution of major incidents with IT teams.
• Maintain communication with users on incidents, maintenance, and changes.
• Serve as the IT Department’s main contact for Digital Workplace services.

Operational maintenance (run):

• Ensure availability and performance of Windows, macOS, Microsoft 365, collaboration tools, telephony, printing, peripherals, and user identity management.
• Coordinate maintenance activities with teams, partners, and service providers.
• Track incidents, problems, and improvement plans.
• Manage IT estate, stock, licences, and equipment lifecycle.
• Oversee hardware renewals and optimize operating costs.

Technical governance and cross-functional coordination:

• Maintain overview of workplace ecosystem and dependencies.
• Collaborate with Infrastructure, Network, Cybersecurity, Applications, and business teams.
• Implement technical standards, security requirements, and compliance.
• Manage suppliers and partners within the Digital Workplace scope.

Collaboration and telephony:

• Maintain Microsoft 365 collaboration services (Teams, Exchange Online, SharePoint, OneDrive).
• Ensure operation of fixed-line, mobile, and Teams telephony solutions.
• Support evolution and adoption of collaborative tools.
• Manage Microsoft 365 licences and services.

Continuous improvement and service evolution:

• Define and steer Digital Workplace roadmap according to IT strategy.
• Identify opportunities for automation, standardisation, and simplification.
• Implement and report on performance indicators (SLAs, KPIs, user satisfaction).
• Manage improvement projects covering workplace, collaboration, mobility, and telephony.

Communication and user support:

• Organize user communication during changes and incidents.
• Support user adoption of new tools and practices.
• Promote digital best practices and cybersecurity awareness.
• Be accountable for user experience and employee satisfaction.

Cross-functional responsibilities:

• Handle technical tasks requiring specific expertise.
• Coordinate internal teams, partners, and service providers to ensure quality and deadlines.
• Propose and contribute to digital transformation improvements.

The office is located in Paris, France. Ideal candidate would relocate to Paris with hybrid mode possible (1-2 weeks in Paris, 1-3 months in Poland). The hire process includes meetings in Polish and possible brief English conversation. Data processing notice regarding recruitment is provided as per GDPR.