User Support/Services Manager France/Europe - Remote

Overview

The User Support/Services Manager will oversee the relationship with internal clients and ensure the quality of services provided to users within the IT department of Coface.

In Short

• Define and implement a strategic vision for IT services across multiple sites in France.
• Manage and optimize the team's operational budget.
• Propose continuous improvement initiatives for services.
• Coordinate teams responsible for hotline and on-site support.
• Lead and supervise an outsourcing team and external service providers.
• Manage recruitment, training, and professional development of internal employees.
• Foster a collaborative and high-performance work environment.
• Ensure quality service delivery in line with ISO 9001 and ITIL standards.
• Oversee the management of IT equipment and software lifecycle.
• Analyze and proactively address issues impacting clients.

Requirements

• Master's degree in Computer Science or equivalent.
• Minimum of 5 years of experience in a similar role, preferably in an international environment.
• Strong management experience with a diverse team.
• Experience in managing continuous improvement projects.
• ITIL certification.
• Solid technical knowledge, especially with Microsoft tools and workstations.
• Familiarity with ITSM tools for ticket management (Jira SM, ServiceNow).
• Ability to analyze and resolve complex issues.
• Strong communication and teaching skills.
• Autonomous, organized, and capable of handling stressful situations.

Benefits

• Regular presence required at the Bois-Colombes site.
• 50% reimbursement of transport costs.
• Meal vouchers for each teleworked day.
• Telework allowance.