Team Lead France IT Support

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 14,500 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.

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. 

This position is part of the IT Customer Care Management team.

The IT Support & Customer Care team hub lead is in charge for the overall support quality including the proximity support for their geographical scope.This person will lead his/her team in regards to adherence to processes and quality of work delivered. This includes the handling of incidents, service requests, realization of demands/project. 

JOB SCOPE/DIMENSIONS

• User number: 2,000 users across EMEA

• EMEA Sites : 20-30

• Team size: 6-10 (internal/external)

KEY TASKS AND RESPONSIBILITIES

Service Operations Management

• In addition to ensuring quality IT support services, the Hub Lead will visit various plant sites on a regular basis to build relationships with ITCC technicians, understand site-specific issues, and facilitate the alignment of support processes.

• Ensure efficient respond to IT incidents through a variety of means, such as phone and desktop support, or remote technology

• Guarantee helpdesk service quality to end users in collaboration with the global helpdesk

• Conduct problem identification, research, isolation, resolution, and follow-up assuring the timely closeout of trouble tickets in the ticket tracking system

• Provide IT onsite support for computer upgrades, replacements and mobile devices

• Ensure enforcement of procedures defined by and with Service manager and stakeholders 

• Follow priority 1 & 2 incident, problem, complaint management in collaboration with the global incident managers

• Qualify and create problems and ensure they are processed by relevant teams

• Assure operational implementation of outsourcing contracts for technical support

• Participate in continuous improvement of support services

• Ensure the governance of helpdesk services and proximity supports within his perimeter

• Follow the budget

• Implement a reporting system and KPIs for incidents, problems, complaints in collaboration with the global ITCC management team

Team Management

• Lead, manage and coordinate a team of Support Technicians including external resources

• Perform performance management on the team in regards to output, utilization and disciplinary (adherence to process and procedures)

• Defines the skills and talents for Support team members

• Responsible for the overall training and development for Support team members

Project Management

• May act as a project manager for some Customer Care projects 

INTERNAL & EXTERNAL INTERACTIONS

Inside the company 

• Hierarchically attached to IT customer care director

• Internal end users and clients

• Other leads of teams of different practices be it infra structure or applications

• Other management team members

Outside the company

• Help Desk

• Service subcontractors

• External end users and clients 

JOB SPECIFICATIONS

Education and Experience requirements

Essential

• Travel Requirements: Frequent travel may be required to various plants and sites within the region to engage with ITCC technicians and familiarize oneself with local operations and challenges.

• 6 years of experience with IT help desk practices and frameworks or related experience

• 3 years of experience managing sizable team 

• 3 years of experience in working in matrix organizations 

• Good interpersonal skills with internal and external stakeholders

• Analytical skills

• Rigor, organization skills

• Fluent or native English speaker

• ITIL foundation 

Desirable

• Experience of working within a culturally diverse global company

• Conversant in French or 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

Delivers results

• Solution and strong customer orientation

• Client service oriented

• Ability to understand business needs and provide technical guidance accordingly 

• Superior analytical mind-set 

• Problem solving ability with a rigorous mind-set

Drives improvement

• Continuous improvement mind-set

PHYSICAL/ENVIRONMENTAL ASPECTS

• The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. 

• This role primarily involves computer and telephone use and requires both close and distance vision. The position is flexible and accommodates various needs to ensure an inclusive work environment.

• 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.