Manager Support
il y a 4 semaines
Dans le cadre du remplacement de son Manager Support & Operations, notre client recherche un profil expérimenté ayant une forte expertise technique et une solide expérience en management. Vous prendrez en charge une équipe de 6 personnes (2 seniors et 4 juniors) en charge du support applicatif et opérationnel de niveau 1 et 2.
Ce poste est clé pour assurer la stabilité des équipes et garantir un haut niveau de qualité de service. Il nécessite une forte capacité d'analyse, un esprit orienté solutions et une approche structurée pour optimiser les processus de support.
Missions principalesGestion de l'équipe & organisation du support- Encadrer, coacher et faire monter en compétence l'équipe (support applicatif ).
- Mettre en place une structure claire pour optimiser la gestion des tickets et assurer un suivi rigoureux des incidents.
- Gérer les priorités, en s'assurant que les incidents critiquessont traités efficacement.
- Améliorer la maturité des processus et la gestion des tickets.
- Veiller à ce que chaque membre de l'équipe soit formé aux outils.
- Assurer le bon fonctionnement du support et intervenir sur les incidents techniques complexes lorsque nécessaire.
- Identifier les points de blocage et proposer des actions correctives.
- Analyser les incidents récurrents et mettre en place des solutions durables.
- Assurer une communication efficace avec les équipes IT transverses (Managers IT, etc.).
- Rédiger des comptes rendus et rapports sur l'activité du support.
- Être un référent technique pour les équipes et intervenir directement en cas de panne critique.
- Trouver les causes techniques profondes des incidents pour éviter leur récurrence.
- Participer à l'évolution des outils et processus internes pour améliorer l'efficacité du support.
- Assurer la montée en compétence des équipes sur des technologies spécifiques.
- Expérience managériale confirmée : au moins une première expérience en tant que manager d'équipe IT (obligatoire).
- Compétences techniques avancées en support IT et gestion des incidents.
- Capacité à structurer et optimiser les processus de support.
- Esprit analytique, orientation solution et capacité à gérer des priorités dans un environnement exigeant.
- Forte capacité à travailler en transverse avec les autres équipes IT.
- Expérience dans la gestion d'outils internes (formation prévue mais une forte adaptabilité est attendue).
Langues requises : Anglais + Français ou Néerlandais.
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