IT Support team lead deputy
The Company
Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.
The Position
IT Support team lead deputyJob 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 of the 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 of user’s 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 standards subjects (L1, Network, Infra, other teams…)
Help to continuous improvement with workflow or processes
Manage some projects at ITCC level (computer remplacement, updates deployment, meeting rooms evolutions)
Be reliable backup for the team lead on Paris site (Imerys headquarters)
Trainees’s management and supervision
Production lead :
VIP Support & meeting assistance
L2 support in case of workload (remote or onsite)
Pc deployment
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 a 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
Rigor, organization 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 timeand
PermanentOnly 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.