Regional Head of IT Support Operations
IT ADVANCED CONSULTING SA
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Key information
- Publication date:19 December 2025
- Workload:100%
- Contract type:Permanent position
- Place of work:null
Job summary
Join our team as the Regional Head of IT Support Operations! Lead IT support across France, Switzerland, and Luxembourg.
Tasks
- Oversee Help Desk operations for quick and effective assistance.
- Coordinate on-site support to resolve complex hardware issues.
- Manage relationships with external IT support partners effectively.
Skills
- Experience in IT support management and team leadership required.
- Strong problem-solving and communication skills are essential.
- Ability to foster team dynamics and improve user satisfaction.
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The Regional Head of IT Support Operations will be responsible for managing and overseeing IT support for the entire group. This role includes supervising telephone assistance (Help Desk), on-site support in offices located in France, Switzerland, and Luxembourg, as well as managing relationships with external partners. The manager will play a key role in the continuous improvement of IT services, ensuring a high level of employee satisfaction and rapid resolution of technical issues.
The Regional Head of IT Support Operations plays a key role in the company's digital transformation and operational performance. By ensuring that IT services are reliable, efficient, and user-centered, this position directly contributes to employee productivity and satisfaction while optimizing costs and processes.
Supervision of IT support operations:
- Supervise the Help Desk (telephone assistance) to ensure quick and effective support.
- Coordinate on-site support: organize and supervise technician interventions in offices located in France, Switzerland, and Luxembourg, particularly to resolve complex hardware issues.
- Manage the relationship with the external partner responsible for IT support, ensuring that services meet defined service levels (SLAs).
Continuous improvement and user satisfaction (SLAs):
- Identify recurring problems and implement solutions to prevent them in the future.
- Propose improvements to IT support processes and tools to optimize efficiency.
- Ensure a high level of employee satisfaction by guaranteeing quality support and rapid resolution of technical issues.
Supervision of VIP user management:
- Provide priority and high-quality support for VIP users, ensuring their specific needs are met.
Leadership and team management:
- Supervise, motivate, and coach IT support teams (Help Desk and on-site support).
- Foster a positive team dynamic and resolve any conflicts.
- Train teams on best practices and new technologies.
Technical and organizational management:
- Manage support requests by prioritizing emergencies and ensuring effective resource allocation.
- Analyze complex incidents and implement sustainable solutions.
- Ensure smooth communication with other departments and stakeholders to guarantee alignment with strategic objectives.
