IT End User Support Team Leader

As an IT End User Support Coordinator, you will be pivotal in ensuring seamless IT operations and excellent user experience for both local and remote end users. You will coordinate End User Support Technicians, handle IT incidents, service requests, and tickets, while also playing a key role in implementing local and regional initiatives and driving the adoption of IT systems.

What you’ll do:

Team coordination and mentoring

• Ensure that the IT End User Support team is well organized in shifts and the team can provide support to the user’s incidents and requests (on prem or remote) while achieving the SLA targets
• Continuous training of the existing team (internal or external) to maintain knowledge on all resources.
• Develop teamwork and foster collaboration inside your team and inside the department
• Make sure that documentation and resolution quick cards are written and updated

Implementation

• Lead the implementation of local and regional IT initiatives and projects, ensuring successful execution and adherence to project timelines.
• Coordinate the implementation of requested remediations in case of Cyber incidents
• Act as a contact in case of global or regional initiatives that require IT End User Support participation

Incident and Request Management

• Report & analyze recurrent incidents through Problem Management, propose continuous improvement for the current processes
• Process and resolve IT end-user support incidents, service requests, and tickets efficiently for regional, local, and remote end users while achieving the SLA targets
• Perform technical assistance (installation of computers and related applications, printers, desk & mobile phones, including office relocations)

Manage infrastructure systems

• Ensure that the local Infrastructure systems operate in nominal parameters
• Maintain the systems and participate to the implementation of new Infrastructure elements.
• Collaborate with the Global Infrastructure team and escalate the issues to HQ
• Manage the relationship with vendors and providers in the area of responsibility

User Adoption   

• Facilitate the adoption of new IT systems by delivering clear communication and comprehensive training to end users 
• Engage directly with end users to ensure their satisfaction and address any issues or concerns they may have. 

What you’ll bring to BIC:

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent relevant experience 
• Minimum of 5 years of general IT experience 
• Proficiency in supporting Windows and MAC-based personal computers  
• Familiarity with Office 365 and related technologies (e.g., SharePoint, Power Automate, Power Apps, Teams) is a plus
• Experience with cloud-based solutions and digital transformation projects
• Experience with SQL databases (level 1 troubleshooting)
• Minimal network experience (TCPIP/VLAN management)
• Ability to manage projects effectively and coordinate with various stakeholders.
• Experience in coordinating or managing Help Desk teams is appreciated
• Strong customer support skills with a focus on delivering positive user experience.
• Ability to work in a fast-paced environment, with possible shift in priorities
• Excellent communication skills with a professional demeanor in person, over the phone, and in written correspondence
• English language is required

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.