IT Support team lead deputy

The Position

IT Support team lead deputy

Job Summary

JOB PURPOSE

Imerys is a world leader in creating speciality solutions that improve everyday life through minerals. Our success is built on our people and creating an environment where our 17,500 employees around the globe can thrive.

We passionately believe that our teams are at their best when they have the opportunity to learn, collaborate and find new ways to solve our customers’ challenges, no matter what part of the business they are in.

This position is part of the EMEA IT Customer Care service team.

ITCC (Information Technology Customer Care) implements and enforces standards and policies as defined by the Group. ITCC designs, deploys and supports regional and BA specific solutions and applications.

The IT Support & Customer Care is responsible for IT Level 2 & VIP support to end users and clients. As Team leader’s deputy, this person will backup the France team leader, and be the primary point of contact and communication with customers from the assignment of tickets to successful resolution of issues, including scheduling work and keeping customers aware of work status and solution progress.

JOB SCOPE/DIMENSIONS

• User number: 7000 users across EMEA
• Regional application number: 50
• Division number: 9
• EMEA Sites: 150
• Service Providers: 10 internally, 20 externally (TPM)
• Incidents tickets per month: 3000 for EMEA - 350 for France L2 team

KEY TASKS AND RESPONSIBILITIES

Team lead backup:

• Ensure user experience and quality and efficiency of support
• Incident management: assign tickets to technicians, qualify, identify duplicates or major incidents, escalate or send back to a good level of support
• Conduct problem identification, research, isolation, resolution, and follow-up assuring the timely closeout of trouble tickets in the ticket tracking system
• Keep backlog under control, put reports and stats in place (KPI)
• Follow up quality (process, compliance of information, quality picking)
• Knowledge management (Knowledge article productions for users and techs)
• Key point of contact for other levels of support and non-standard subjects (L1, Network, Infra, other teams…)
• Help to continuous improvement with workflow or processes
• Manage some projects at ITCC level (computer replacement, updates deployment, meeting rooms evolutions)
• Be reliable backup for the team lead on Paris site (Imerys headquarters)
• Trainee’s management and supervision

Production lead:

• VIP Support & meeting assistance
• L2 support in case of workload (remote or onsite)
• CMDB updates and follow up on asset management
• Follow up on stocks and asset procurement
• Operational actions (clean up, inventories)

Other:

• Fluent or good level in English (Spanish could be an advantage)
• Good knowledge of Service Now
• Business trips on remote sites if necessary

INTERNAL & EXTERNAL INTERACTIONS

Inside the company:

• Hierarchically attached to EMEA IT FR Team Lead
• Internal end users and clients
• EMEA and Group IT infrastructure representatives
• Other levels of support

Outside the company:

• Service subcontractors and suppliers
• External end users and clients

JOB SPECIFICATIONS

Education and Experience requirements

Essential:

• Bachelor’s degree in Computer Science, Information Systems, or Engineering
• 3-4 years of experience of senior tech / lead with IT help desk practices and frameworks or related experience
• Experience performing installations, moves, software and hardware adds and changes to end users IT equipment
• Experience with end user support using remote support tools
• Good interpersonal skills with internal and external stakeholders
• Analytical skills
• Good or Fluent English speaker

Desirable:

• Experience of working within a culturally diverse global company
• Another European language would be advantageous
• Project Management knowledge
• Experience in IT help desk transformation

Soft skills and abilities

Leads self & Leads others

• Ability to work in autonomy and coordinate stakeholders
• Flexible working hours to accommodate diverse geographic locations

Communicates & Collaborates

• Strong verbal and written communication skills across multiple levels of the organization
• Interpersonal and collaborative skills
• Ability to proactively communicate detailed information to management and project team
• Ability to articulate messages across a variety of audiences

Position Type

Full time and Permanent

Only technical issues will be monitored through the below inbox:

recruiting.support@imerys.com

PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED.

To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered.

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. #J-18808-Ljbffr