IT Support Manager - Technical Senior (Paris)

The office is located in Paris, France.

Ideal candidate would be the one to relocate to Paris. Some hybrid mode could be established (example: 1-2 weeks in Paris, 1-3 months in Poland)

The Workplace Operations Manager is responsible for the full range of end-user services (workplace, mobility, collaboration, telephony, user experience), coordinates internal and external teams, manages suppliers, and appliesthe standards defined by the Infrastructure and Cybersecurity teams.

MAIN ACTIVITIES

User support and service management

Manage user support activity (internal and external) and ensure the quality of service delivered.

Supervise, coach, and develop the skills of the support teams.

Oversee incident, request, and problem management, ensuring service level agreements (SLAs) are met.

Contribute to resolving major incidents and coordinate actions with the various IT teams.

Foster a service-oriented culture centred on proximity and user satisfaction.

Ensure regular communication with users on major incidents, maintenance operations, service changes, and best practices.

Serve as the IT Department’s primary point of contact for Digital Workplace services and ensure an excellent relationship with business teams.

Operational maintenance (run)

Ensure the availability, performance, and service quality of the entire Digital Workplace ecosystem: Windows and macOS, workstations, Mobility (smartphones, tablets), Microsoft 365, Collaboration tools (Teams, Share

Point, OneDrive, Exchange Online), Fixed and mobile telephony, Printing and peripherals; User identity management in collaboration with the Infrastructure teams

Manage operational maintenance activities by coordinating internal teams, partners, and service providers.

Track critical incidents, recurring problems, and the associated improvement plans.

Ensure proper management of the IT estate (hardware and software), stock, licences, and equipment lifecycle.

Oversee hardware renewals and optimise operating costs.

Technical governance and cross-functional coordination

Maintain an overall view of the workplace ecosystem and its dependencies with infrastructure, business applications, and cloud services.

Work closely with the Infrastructure, Network, Cybersecurity, Applications, and business teams to ensure service consistency.

Roll out and implement the technical standards, recommendations, and security requirements defined by the Infrastructure and Cybersecurity teams.

Ensure ongoing compliance of workstations and user services (Intune, Microsoft 365, Defender, security policies, encryption, MFA, etc.).

Manage the suppliers and partners operating within the Digital Workplace scope and ensure their commitments are met.

Collaboration and telephony

Ensure the operational maintenance of Microsoft 365 collaboration services (Teams, Exchange Online, Share

Point, OneDrive).

Ensure the proper functioning of fixed-line, mobile, and Teams telephony solutions.

Support the evolution of collaborative usage and promote adoption of new tools.

Oversee the management of Microsoft 365 licences and collaboration services.

Continuous improvement and service evolution

Define and steer the Digital Workplace roadmap in line with the IT strategy.

Identify opportunities for process automation, standardisation, and simplification.

Implement performance indicators (SLAs, KPIs, user satisfaction, service quality, availability).

Provide regular reporting to the IT Department.

Manage improvement projects covering the workplace, collaboration, mobility, and telephony.

Communication and user support

Organize communication to users during changes, major incidents, and service changes.

Support users in adopting new tools and new practices.

Foster a culture of awareness around digital best practices and cybersecurity requirements.

Be accountable for the quality of the user experience and employee satisfaction.

Cross-functional responsibilities

Handle ('do') technical matters that require specific expertise directly.

Organise delegated delivery ('get done') by coordinating internal teams, partners, and service providers to guarantee quality, deadlines, and service commitments.

Proactively propose improvements to Digital Workplace services and contribute to the company’s digital transformation.

WORKING RELATIONSHIP

• InternalIT DepartmentAll internal users
• Senior Management
• External
• Hardware suppliers
• Technology partners
• External IT service providers
• QUALIFICATIONS AND EXPERIENCE
• Education level
• Bachelor’s/Master’s degree (4 years of higher education) in IT or equivalent.

Experience

Proven experience of at least 3 to 5 years in a similar role within a large organization.

SkillsIn-depth command of the Microsoft 365 environment (Exchange, Teams, Intune, OneDrive, Share

Point).

Solid foundation in Share

Point administration and automation.

Good understanding of Windows and network environments, Solid grounding in managing and administering workplace environments, mobile fleets, and ITSM tools (Matrix42 is a plus).

Experience managing an IT estate, licences, and the budget of a support function.

Experience managing teams.

Experience implementing support KPIs (SLAs, resolution times, etc.).

Professional English and basic French (a plus) required for international communication.

Personal qualities

Positive leadership: able to unite, motivate, and develop the team.

Strong service orientation and communication with users.

Strong analytical, forward-planning, and prioritization skills.

Pragmatic mindset, focused on solutions and continuous improvement.

Hire process: get to know meeting in Polish followed by a second one, technical oriented within 2 weeks period. Brief English conversation is possible in order to estimate the skills.

Benefits: We offer private medical insurance, 21 paid vacations a year in B2B, hardware/software, training and career-oriented development path, freedom in tools, friendly environment based on trust.

Company video introduction: https://gofile.me/7T1fw/yhwuRyem4Password: HaddadFamilyB2BA@Retail