Head of IT Interventions (M/F)

Description of the mission

Under the responsibility of the head Technical Informatics Department is in charge: 1- The management of its perimeter covering the activities of management of the computer equipment and software made available to users, 2- Support for users on collaborative software and tools (Microsoft 365).

MAIN DUTIES

• Management of IT projects in the Service Center o Manage workplace change projects, ensuring quality, time and cost, assessing their impact and monitoring their implementation. o Ensure compliance with procurement procedures, in accordance with tendering and competition procedures. o Ensure relationship with suppliers and partners: ensure performance, cost and satisfaction. Development and implementation of user support o Lead first and second level support activity with users. o Develop organizational procedures for organizing support, with the goal of improving responses to user incidents and requests. o Impulse and supervise technical procedures and internal resolution trees useful for the work of your department, as well as tutorials made available to users. o Ensure quality of service to users. o Monitor the activity of the Service Centre.

• Management of the Service Center Supervise and animate the team composed of IT intervention technicians. o Manage requests, plan interventions and resource allocation. o Budget monitoring of Service Centre operations. o Definition and management of computer park management activities o Manage the typical workstation configuration. o Propose and manage the maintenance policy for the equipment fleet. o Ensure the proper functioning of computer hardware, peripherals with qualified software information system. Ensure the security of equipment and data on all workstations. o Test, install, configure and track new equipment. o Define maintenance procedures. o Provide preventive and curative maintenance of the park.

• Management of requests o Organize the handling of requests, ranging from telephone assistance to remote intervention, to response planning. o Manage centralized hotline level 1, call management procedures in conjunction with technical and application teams. o Train the team in Service Centre processes and coordinate actions. o Process and qualify hardware/software applications.

• Measurement and control of operations o Ensure the quality of procedures and documentation. o Analyse activity tracking dashboards

Profile

PROFESSIONAL COMPETENCES DESIRED

Good understanding of the information system

• Solid technical knowledge:

o Windows 11 operating system

o Fleet Management Software Service Now

o Configuration Management Software (Microsoft SCCM)

o Microsoft 365

o Microsoft iTunes

o ITIL

o Proficiency in technical English

Some qualities are particularly expected:

• Excellent interpersonal and managerial skills, with the ability to coordinate technical teams and interact effectively with trades.

• Rigor and strong sense of organization, essential to guarantee the quality of service and respect for commitments (SLA).

• Strong ability to manage priorities and emergencies in a demanding operational environment.

• Autonomy, proactivity and a sense of initiative, with an ability to anticipate needs and propose continuous improvements.

• Loyalty, discretion and a sense of confidentiality, especially in the treatment of sensitive information.

• Pedagogical skills, allowing to support teams, popularize technical subjects and ensure the transfer of skills.

• Technological curiosity and active monitoring, to adapt to changes in the IT sector and logistics solutions.

• Excellent writing skills, especially for the formalization of IT procedures, documentation and repositories (ITIL, operation, security)

FREQUENT PROFESSIONAL RELATIONS

• Director of Information Systems

• Business Users

• Head of Technical Informatics Department

• Business Application Referents

• System, network and telecoms technical teams

• Suppliers and service providers <div class="