IT Support Manager

Company Description

Wavestone is an international consulting firm present in 17 countries, dedicated to supporting the strategic transformations of companies with the ambition of creating positive and sustainable impacts.

In 2023, Wavestone began a new chapter in its international development by partnering with the German consulting firm Q_Perior to create a European champion in consulting. The group aims to reach €1 billion in revenue by 2025.

Wavestone is recognized as a Great Place To Work.

Job Description

The IT Department provides the information systems to support Wavestone's objectives. The underlying processes and tools must be designed to meet the challenges of rapid growth and internationalization of the company.

The number of employees, integrated companies, and offices worldwide is increasing, which requires the construction of a homogeneous, industrialized, and scalable information system, with robust and efficient processes that ensure an optimal user experience.

The IT Support Manager will be responsible for leading both an external and internal international team to deliver high-quality service and user experience.

More specifically, their missions will be to:

Ensure top-notch service and user experience

• Monitor end-to-end service quality indicators and implement necessary corrective actions
• Define and apply escalation procedures and ensure proper handling of critical incidents (including timely communication)
• Establish a service catalog providing clear and simplified access for users

Manage and supervise Level 1 support service providers

• Launch RFQ and negotiate contracts with a focus on quality, service excellence and cost optimization
• Monitor budgets and forecasts and challenge resource allocation for support
• Ensure compliance with service level agreements (SLAs) and continuous improvements

Lead an international internal team responsible for Level 2 support

• Coordinate the Level 2 support team in Europe (Romania, Poland, France, etc.) with future extensions to the US and Asia to ensure a quick and effective response.
• Promote a culture of continuous improvement and service excellence within the team
• Implement best practices for team management and collaboration

Be responsible for the effectiveness of support through a "Shift Left" strategy

• Define and implement support strategies across different time zones and geographical areas
• Ensure regular updates of the knowledge base to optimize ticket resolution at levels 1 and 2
• Promote ticket self-resolution by participating in initiatives around agentic AI

Qualifications

Drawing on their international experience in user support management, the IT Support Manager must demonstrate through his qualities and skills his ability to lead a team and deliver effective and tailored user support.

Ability to listen and structure an effective user support

• Sense of listening and communication for an optimal user experience
• Ability to manage crisis situations calmly and effectively
• Show initiative, implement continuous improvements, and adapt to changes

Ability to lead a team and evolve in an international context

• Leadership to motivate, guide, and inspire the members of the team
• Proficiency in English, both spoken and written
• Sensitivity to cultural differences in an international environment

Additional Information

• Carreer model: a tailor-made career means individual development opportunities for us. Our Wavestone Horizon supports you, enabling rapid career development.
• Further training: let's grow together! With more than 200 training days a year in our Academy and the possibility of obtaining certifications
• Smartworking: flexible and mobile working is part of our DNA and provides the right framework for collaboration
• A Great Place To Work: we are recognized as Great Place To Work 2025, ranking us number one in our category among organizations with more than 2,500 employees (France).
• Mindfulness & health: mindfulness programs, sports cooperation, in-house fitness groups, etc.