Type B

IS Support Manager

 

Description of tasks

  • Coordination of the support group, prioritization of incidents and relevant resolutions, contact with users
  • Contact with development teams for incident resolution, participation to meeting with the involved development teams
  • Management of incident and resolution statistics and quality management statistics
  • Management and feeding of a knowledge base build on the incident resolution and problems
  • Collaboration on documentation and user manuals management in daily contact with the documentation writers

 

The profile

We are looking for a User Support Manager with specific IT expertise or with specific knowledge in document preparation and with experience in support team management. The ideal candidate should have minimum 6 years of experience in the domain.

 

The candidate should have:

  • A good knowledge of ITIL support procedures
  • Outstanding written and verbal communication skills.
  • Familiarity in report production
  • Solid IT knowledge with specific expertise in collaborations tools and on support management tools (SMT Perigrine) and others wikis.
  • The ability to express in different languages in an international and multilingual environment
  • Public speaking skills
  • Ability in stress management
  • Ability to work and manage a support team