IT Support Manager

pbAkkodis /b, part of the bAdecco Group /b, 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. /p h3Description /h3 pFor one of our partners, we are looking for an bIT support manager / Hands-on IT Manager /b. /p pWant to lead without losing touch with the technology? /p pIn this role you build and run IT support for the company, a fast-moving engineering organization. /p pYou'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. /p h3Scope /h3 ul libLead the team. /b Run a small team of IT support engineers: set daily priorities, coach, and balance the workload. /li libShape how support works. /b 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. /li libOwn the numbers. /b Define and report on KPIs for tickets handled locally. Track SLAs for tickets with Group IT and elevate when they slip. /li libDeliver projects. /b Lead the rollout of an IT inventory tool, and central management and security of all Linux engineering laptops. /li libBe the escalation point. /b Step in on urgent and complex issues, and act as the main link to Group IT's specialist teams. /li libManage stakeholders. /b Be the go-to IT partner for company's leadership and teams, and the voice of company's towards Group IT. /li libStay hands-on. /b Jump into tickets yourself, especially Linux, laptops, hardware and access issues, so you stay close to users and to the tech. /li /ul h3Profile /h3 ul lib5+ years in IT support or IT operations, including at least 2 years leading a team while staying technically hands-on /b. /li liHas set up or improved support processes and KPIs, not only followed existing ones. /li liPractical bServiceNow experience /b: queues, assignment groups, SLAs and reporting. /li liStrong end-user IT skills, including Linux (Ubuntu or similar). /li liExperience with device management and security is a plus. /li liExperience delivering IT projects from start to finish. /li liConfident working with stakeholders, from engineers to leadership, and with a central IT organization. /li liPragmatic "fix it, then fix the process" mindset. /li liFluent English, and able to work on site. /li /ul