French Technical Support - Team Lead

Envision Employment Solutions is currently looking for French Technical Support - Team Lead for one of our partners, a global leader in consulting, digital transformation, technology and engineering services.

Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and manage the technical support team, fostering a culture of accountability and continuous improvement.
• Set daily, weekly, and monthly goals for the team and ensure they align with company objectives.
• Conduct regular performance evaluations, provide constructive feedback, and create individualized development plans for team members.

• Technical Support Operations:
• Ensure timely and accurate resolution of technical issues, adhering to established SLAs and company policies.
• Manage and monitor ticket queues, ensuring appropriate prioritization and resolution of support cases.
• Act as the primary escalation point for complex technical issues, liaising with internal departments and stakeholders as needed.

• Service Improvement:
• Drive continuous improvement initiatives in technical support processes, identifying areas for efficiency gains and enhanced service delivery.
• Implement and maintain ITIL-based processes for incident, problem, change, and service management.
• Analyze support trends and create action plans to reduce recurring incidents and increase customer satisfaction.

• Client Interaction & Escalations:
• Communicate regularly with clients to ensure their needs are met, providing technical integration support when necessary.
• Manage escalations, ensuring prompt resolutions and keeping clients informed throughout the process.
• Build and maintain positive, long-term relationships with clients to foster trust and retention.

• Reporting & Metrics:
• Monitor and analyze team performance metrics, providing weekly reports on KPIs, team productivity, and service delivery.
• Prepare and present performance reviews and reports to internal stakeholders, identifying key successes and areas for improvement.
• Track and triage incidents against problems, ensuring cases are handled efficiently and escalated when required.

• Training & Development:
• Provide regular internal training sessions to improve the technical knowledge and skills of the team.
• Stay up-to-date with industry trends and developments to ensure the team is equipped with the latest knowledge and best practices.
• Create and deliver performance improvement plans for underperforming team members, ensuring growth and development.

• Education: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Experience: 3-5 years of experience in technical support, with at least 1-2 years in a leadership or supervisory role.
• Certifications: ITIL certification is preferred. Certifications in cloud platforms (AWS, Azure) or networking (Cisco, CompTIA) are a plus.
• Communication: Excellent verbal and written communication skills in French. Ability to communicate complex technical concepts clearly to non-technical stakeholders.
• Problem Solving: Strong analytical and troubleshooting skills with a proactive approach to identifying and resolving issues.

• Key Technical Skills:
• ITIL: Strong knowledge of ITIL processes and best practices for incident, problem, and change management.
• Troubleshooting: Proven ability to diagnose and resolve technical issues related to hardware, software, and network environments.
• Ticketing Systems: Proficiency in using support ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Operating Systems: Hands-on experience with Windows, macOS, and Linux operating systems.
• Networking: Understanding of networking concepts (TCP/IP, DNS, VPN, firewalls) for troubleshooting.
• System Monitoring: Experience with system monitoring and diagnostic tools (e.g., Nagios, SolarWinds).
• Cloud Platforms: Familiarity with cloud services (AWS, Azure, Google Cloud) for troubleshooting and support.
• Scripting: Knowledge of scripting languages (e.g., Python, PowerShell) to automate tasks and streamline processes.

• Competitive Salary based on experience

• Social and medical insurance
• Learning, development and career progression