IT Support Manager - Technical Senior (Paris)

22.8k - 31.2k PLN22 800 - 31 200 PLN/ mies./ mies.B2BB2B (netto)

SeniorOn-site·WarszawaInne·B2B

#466273·Dodano 4 dni temu·3

Źródło: justjoin.it

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Tech Stack / Keywords

User Support ManagementMicrosoft 365 AdminSharePoint administrationIncident/Problem MgmtSLA/KPI ManagementTeam LeadershipIT Estate/Licence MgmtITSM toolsvendor managementCybersecurity Compliance

Podsumowanie oferty

The Workplace Operations Manager oversees end-user services across the Digital Workplace, including workplace, mobility, collaboration, telephony, and user experience. The role coordinates internal and external teams and maintains services built around Microsoft 365, Teams, SharePoint, and Exchange Online.

Wymagania

Bachelor’s or Master’s degree (four years of higher education) in IT or equivalent.
3–5 years of proven experience in a similar role within a large organization.
In-depth command of Microsoft 365, including Exchange, Teams, Intune, OneDrive, and 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.
Experience managing an IT estate, licences, and the budget of a support function.
Experience managing teams.
Experience implementing support KPIs, including SLAs and resolution times.
Professional English for international communication.
Positive leadership, strong service orientation and user communication, analytical and prioritization skills, and a pragmatic focus on solutions and continuous improvement.

Nice to have:

Experience with Matrix42.
Basic French.

Obowiązki

User support and service management:

Manage internal and external user support and ensure service quality.
Supervise, coach, and develop support teams.
Oversee incident, request, and problem management, ensuring SLAs are met.
Contribute to resolving major incidents and coordinate actions with IT teams.
Communicate with users about major incidents, maintenance, service changes, and best practices.
Serve as the IT Department’s primary contact for Digital Workplace services and maintain relationships with business teams.

Operational maintenance (run):

Ensure availability, performance, and service quality across the Digital Workplace ecosystem, including Windows, macOS, workstations, mobile devices, Microsoft 365, Teams, SharePoint, OneDrive, Exchange Online, telephony, printing, peripherals, and user identity management.
Coordinate operational maintenance with internal teams, partners, and service providers.
Track critical incidents, recurring problems, and improvement plans.
Manage IT hardware and software, stock, licences, equipment lifecycle, hardware renewals, and operating costs.

Technical governance and cross-functional coordination:

Maintain an overview of the workplace ecosystem and dependencies with infrastructure, business applications, and cloud services.
Work with Infrastructure, Network, Cybersecurity, Applications, and business teams to ensure service consistency.
Implement technical standards, recommendations, and security requirements defined by Infrastructure and Cybersecurity teams.
Ensure ongoing compliance of workstations and user services, including Intune, Microsoft 365, Defender, security policies, encryption, and MFA.
Manage Digital Workplace suppliers and partners and ensure their commitments are met.

Collaboration and telephony:

Maintain Microsoft 365 collaboration services, including Teams, Exchange Online, SharePoint, and OneDrive.
Ensure proper functioning of fixed-line, mobile, and Teams telephony solutions.
Support the evolution and adoption of collaborative tools.
Oversee Microsoft 365 licences and collaboration services.

Continuous improvement and service evolution:

Define and steer the Digital Workplace roadmap in line with IT strategy.
Identify opportunities for process automation, standardization, and simplification.
Implement performance indicators for SLAs, KPIs, user satisfaction, service quality, and availability.
Provide regular reporting to the IT Department.
Manage improvement projects covering workplace, collaboration, mobility, and telephony.

Communication and user support:

Organize user communications during changes, major incidents, and service changes.
Support users in adopting new tools and practices.
Promote awareness of digital best practices and cybersecurity requirements.
Be accountable for user experience quality and employee satisfaction.

Cross-functional responsibilities:

Handle technical matters requiring specific expertise directly.
Coordinate delivery by internal teams, partners, and service providers to ensure quality, deadlines, and service commitments.
Propose improvements to Digital Workplace services and contribute to the company’s digital transformation.

Benefity

Private medical insurance.
21 paid vacation days per year under B2B.
Hardware and software.
Training and a career-oriented development path.
Freedom to choose tools.

Opieka zdrowotna

Ubezpieczenie

Płatne święta

Inne informacje

The position is based in Paris, France, and involves relocation to Paris sponsored by the company.
The recruitment process includes an introductory meeting in Polish followed by a technical meeting within a two-week period; a brief English conversation may be used to assess language skills.

Haddad Brands Europe

Pracodawca

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