IT Support Manager

Akkodis, part of the Adecco Group, is a global leader in engineering and IT services, as well as a key player in the smart industry. Present in 30 countries, our 50,000 experts combine technological expertise with deep industry knowledge to build a more sustainable future, driven by a culture of inclusion and diversity.

Description:

For one of our partners, we are looking for an IT support manager / Hands-on IT Manager.

Want to lead without losing touch with the technology?

In this role you build and run IT support for the company, a fast-moving engineering organization.

You’ll run a small local team, set its priorities and deliver key IT projects. You’ll still roll up your sleeves when a tricky ticket or an urgent case needs you. It suits someone who enjoys both shaping how IT works and doing the work themselves.

Scope:

• Lead the team. Run a small team of IT support engineers: set daily priorities, coach, and balance the workload.
• Shape how support works. Run a ServiceNow-based support model with Group IT. Set up the route for urgent support, train employees on how to get help, and define the procurement rules for what is bought locally and what goes through the global team.
• Own the numbers. Define and report on KPIs for tickets handled locally. Track SLAs for tickets with Group IT and escalate when they slip.
• Deliver projects. Lead the rollout of an IT inventory tool, and central management and security of all Linux engineering laptops.
• Be the escalation point. Step in on urgent and complex issues, and act as the main link to Group IT’s specialist teams.
• Manage stakeholders. Be the go-to IT partner for company's leadership and teams, and the voice of company's towards Group IT.
• Stay hands-on. Jump into tickets yourself, especially Linux, laptops, hardware and access issues, so you stay close to users and to the tech.

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• 5+ years in IT support or IT operations, including at least 2 years leading a team while staying technically hands-on.
• Has set up or improved support processes and KPIs, not only followed existing ones.
• Practical ServiceNow experience: queues, assignment groups, SLAs and reporting.
• Strong end-user IT skills, including Linux (Ubuntu or similar).
• Experience with device management and security is a plus.
• Experience delivering IT projects from start to finish.
• Confident working with stakeholders, from engineers to leadership, and with a central IT organization.
• Pragmatic “fix it, then fix the process” mindset.
• Fluent English, and able to work on site.

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