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SQLI

Digital transformation consulting and managed services

Manager Support Applicatif

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeNo salary listedHybrid

About the Job

Requirements

  • Significant experience in N1/N2 user support.
  • A successful first experience coordinating or managing a support team.
  • Experience in a multisite environment and/or an IT services company is appreciated.
  • Knowledge of Windows 10/11, Windows Server, Microsoft 365, Active Directory/Azure AD (Entra ID), Exchange Online, Teams, TCP/IP, LAN/WAN, VPN, Wi-Fi, DNS/DHCP, IT service management tools, remote access tools, monitoring tools, and Microsoft Office.
  • Knowledge of ITIL Foundation or an equivalent qualification, and incident, problem, and change management.
  • A Bac +3 to Bac +5 qualification in Informatique, Réseaux or Systèmes d'Information.
  • The ability to coordinate a team and maintain a focus on processes and customer satisfaction.

Responsibilities

  • Supervise the daily activity of N1 and N2 support teams.
  • Ensure compliance with service-level agreements and contractual commitments.
  • Prioritize incidents and coordinate resolution actions.
  • Track performance indicators and produce associated reports.
  • Organize and facilitate team meetings and operational check-ins.
  • Handle complex or critical incidents requiring advanced expertise.
  • Escalate issues to N3 teams, software publishers, or suppliers when necessary.
  • Ensure ticket handling quality and compliance with procedures.
  • Participate in crisis management and escalation teams.
  • Functionally supervise N1 and N2 technicians.
  • Allocate workload and optimize available resources.
  • Train and support staff in developing their skills.
  • Ensure application of ITIL best practices and internal processes.
  • Identify opportunities to improve support processes.
  • Participate in creating and updating the knowledge base.
  • Propose actions to reduce recurring incidents.
  • Contribute to transformation projects and improvements to support tools.
  • Serve as the primary client contact for operational matters.
  • Participate in follow-up committees and service reviews.
  • Proactively communicate about major incidents and action plans.
  • Monitor service-level agreement compliance, first-level resolution rate, average incident handling time, customer satisfaction, recurring incident volume, and documentation quality.

Desired Qualifications

  • Experience in a multisite environment and/or an IT services company.
  • Knowledge of Intune.

About the Company

SQLI

Digital transformation consulting and managed services

SQLI Digital Experience helps international brands grow digital business value by providing consulting, implementation, and managed services in digital transformation. It combines technology, proven methodologies, skilled teams, and creativity to deliver customer experiences that engage users across channels. The company serves major brands such as Carlsberg and AG Insurance and works in AI, e-commerce, digital marketing, and customer experience management. Dating back to the 1990s, SQLI differentiates itself with end-to-end capabilities from strategy to ongoing managed services and a mix of technical and creative expertise to drive measurable results, aiming to help clients adapt to new technologies and customer needs while turning digital opportunities into sustainable value.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Saint-Denis-en-Val, France
Founded
1990

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