The IT Department provides the information systems to support Wavestone's objectives. The underlying processes and tools must be designed to meet the challenges of rapid growth and internationalization of the company.
The number of employees, integrated companies, and offices worldwide is increasing, which requires the construction of a homogeneous, industrialized, and scalable information system, with robust and efficient processes that ensure an optimal user experience.
The IT Support Manager will be responsible for leading both an external and internal international team to deliver high-quality service and user experience.
More specifically, their missions will be to:
Ensure top-notch service and user experience
- Monitor end-to-end service quality indicators and implement necessary corrective actions
- Ensure escalation procedures for all requests & incidents (including timely communication)
- Establish a service catalog providing clear and simplified access for users
Manage and supervise Level 1 support service providers
- Monitor budgets and forecasts and challenge resource allocation for support
- Ensure compliance with service level agreements (SLAs) and continuous improvements
- Launch RFP and negotiate contracts with a focus on quality, service excellence and cost optimization
Lead an international internal team responsible for Level 2 support
- Coordinate the Level 2 support team in Europe (Romania, Poland, France, etc.) with future extensions to the US and Asia to ensure a quick and effective response.
- Promote a culture of continuous improvement and service excellence within the team
- Implement best practices for team management and collaboration
Be responsible for the effectiveness of support through a "Shift Left" strategy
- Monitor all levels of Support indicators & define proper action plans to reduce the tickets pipe
- Ensure regular updates of the knowledge base to optimize ticket resolution at levels 1 and 2
- Promote ticket self-resolution by participating in initiatives around agentic AI
Qualifications
Drawing on their international experience in user support management, the IT Support Manager must demonstrate through his qualities and skills his ability to lead a team and deliver effective and tailored user support.
Ability to ensure an effective user support
- Sense of listening and communication for an optimal user experience
- Ability to manage crisis situations calmly and effectively
- Show initiative, implement continuous improvements, and adapt to changes
Ability to lead a team and evolve in an international context
- Leadership to motivate, guide, and inspire the members of the team
- Proficiency in English, both spoken and written
- Sensitivity to cultural differences in an international environment
Additional Information
- Carreer model: a tailor-made career means individual development opportunities for us. Our Wavestone Horizon supports you, enabling rapid career development.
- Further training: let's grow together! With more than 200 training days a year in our Academy and the possibility of obtaining certifications
- Smartworking: flexible and mobile working is part of our DNA and provides the right framework for collaboration
- A Great Place To Work: we are recognized as Great Place To Work 2025, ranking us number one in our category among organizations with more than 2,500 employees (France).
- Mindfulness & health: mindfulness programs, sports cooperation, in-house fitness groups, etc.
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