ALTEN Mexico

Engineering and technology consulting services

Information Technology Support Manager N2

IT OperationsConfirmed live in the last 24 hours

Full-timeRabat, MoroccoNo salary listedIn-person

About the Job

Requirements

A Bac+5 degree in computer science is required.
Eight years of experience are required.
Significant experience managing technical teams and providing IT support is required.
Fluency in French and English is required.
Proficiency with IT service management tools, including ServiceNow, SharePoint, Teams, and Copilot, is required.
Leadership, analytical ability, prioritization, and communication skills are required.

Responsibilities

Directly manage Level 2 teams.
Manage workload, capacity, and resource allocation.
Dispatch and prioritize incidents.
Define and monitor individual and collective objectives.
Support employees' career development.
Develop and monitor skills development plans.
Build and monitor the teams' training plan.
Develop team versatility and functional coverage.
Support the transformation to a global, cross-functional support model.
Promote the use of artificial intelligence and automation tools in daily activities.
Enrich, structure, and maintain the knowledge base.
Define documentation and knowledge-capture standards.
Use group tools, including ServiceNow, Teams, SharePoint, and Copilot, to distribute and maintain knowledge.
Implement a Knowledge-Centered Support approach.
Lead continuous improvement for Level 2 support.
Manage corrective and preventive actions.
Coordinate activities between Level 2 and Level 3 teams.
Track requests for expertise and changes escalated to higher-level teams.
Participate actively in Incident Management, Problem Management, and Major Incident Management processes.
Coordinate cross-team resolution activities.
Facilitate operational governance meetings with stakeholders.
Identify and escalate friction points, risks, and improvement needs.
Define and monitor operational key performance indicators.
Produce dashboards and management reports.
Analyze trends, volumes, service quality, and user satisfaction.
Propose continuous improvement plans.
Identify staffing needs.
Participate in recruitment processes.
Select candidates aligned with Level 2 needs and the group's strategic direction.
Organize and manage onboarding for new employees.

Description du poste

1. Management des équipes L2

Management direct des équipes Niveau 2
Pilotage de la charge, de la capacité et de l’allocation des ressources
Dispatch des incidents et priorisation
Définition et suivi des objectifs individuels et collectifs
Accompagnement des collaborateurs dans leur évolution de carrière
Élaboration et suivi des plans de développement des compétences

2. Formation et montée en compétence

Construction et suivi du plan de formation des équipes
Développement de la polyvalence et de la couverture fonctionnelle
Accompagnement de la transformation vers un modèle de support global et transverse
Promotion de l’utilisation des outils d’IA et d’automatisation dans les activités quotidiennes

3. Knowledge Management

Enrichissement, structuration et maintien de la base de connaissances
Définition des standards de documentation et de capitalisation
Utilisation des outils Groupe (ServiceNow, Teams, SharePoint, Copilot) pour assurer la diffusion et la pérennité de la connaissance
Mise en place d’une démarche de Knowledge-Centered Support

4. Excellence opérationnelle

Animation de l’amélioration continue du support Niveau 2
Pilotage des actions correctrices et préventives
Coordination des activités entre les équipes L2 et L3
Suivi des demandes d’expertise et d’évolution remontées aux équipes de niveau supérieur

5. Gestion des incidents et gouvernance

Participation active aux processus :
- Incident Management
- Problem Management
- Major Incident Management
Coordination des actions de résolution inter-équipes
Animation des instances de gouvernance opérationnelle avec les parties prenantes
Identification et remontée des points de friction, risques et besoins d’amélioration

6. Pilotage de la performance

Définition et suivi des KPI opérationnels
Production des tableaux de bord et reporting management
Analyse des tendances, volumes, qualité de service et satisfaction utilisateur
Proposition de plans d’amélioration continue

7. Recrutement et onboarding

Identification des besoins en ressources
Participation aux processus de recrutement
Sélection de profils alignés avec les besoins Niveau 2 et les orientations stratégiques du Groupe
Organisation et pilotage de l’onboarding des nouveaux collaborateurs

Qualifications

Diplôme : Bac+5 en informatique
8 ans d'expérience
Langues : Français et Anglais obligatoires (niveau courant)
Expérience : Expérience significative en gestion d’équipes techniques et en support IT
Compétences techniques : Maîtrise des outils de gestion de services IT (ServiceNow, SharePoint, Teams, Copilot)
Soft Skills : Leadership, capacité d’analyse, gestion des priorités, communication

Informations supplémentaires

Au plaisir de vous lire !

About the Company

ALTEN Mexico

Engineering and technology consulting services

ALTEN Mexico provides engineering and technology consulting services by supplying highly specialized engineers who embed within client teams to work on complex projects. The way it works is by offering a flexible pool of talent for research and development needs, allowing clients to access experts without committing to permanent hires. The company differentiates itself through a focus on embedded engineering consultants, serving sectors like telecommunications, aerospace, and information systems, and by expanding its reach via organic growth and acquisitions across Europe and globally. Its goal is to help clients access top engineering expertise efficiently while growing the business through deliberate geographic and service expansion.

Company size: Not listed
Company stage: IPO
Headquarters: Boulogne-Billancourt, France
Founded: 1988

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