Responsable Service Helpdesk F/H

Responsable Service HelpDesk F/H

We Elevate. Digitally.

SQLI is a European leader in customer experience and digital transformation. For over 30 years, we have been helping major international brands create value through technology and digital innovation.

From strategy to the deployment of technological solutions, we design and manage digital systems to offer users efficient, consistent, and engaging experiences.

Our 2200 employees, spread across 12 countries, share three core values: Creative Spirit – Commitment – Forward Thinking.

Description du poste

As a Service Helpdesk Manager, you will oversee the IT support (N1/N2) and ensure the quality of service provided to employees.

You will manage teams primarily located in France and Morocco, working closely with Infrastructure, Cloud, Network, Cybersecurity, and Information Systems teams.

You are a key player in the transformation and industrialization of the group's IT support. Your main duties include:

Piloting the Group Helpdesk

• Managing N1/N2 teams (France & Morocco)
• Organizing activities, prioritizing, and structuring the service
• Supporting the development of skills

Ensuring the performance of support

• Supervising incidents and requests via ITSM
• Ensuring compliance with SLAs
• Monitoring key KPIs (MTTR, FCR, satisfaction)
• Implementing continuous improvement actions

Supervising the workstation and IT park

• Managing a multi-OS park (Windows, macOS, Linux)
• Ensuring security, compliance, and lifecycle
• Optimizing tools (Intune, NinjaOne)

Structuring and industrializing

• Deploying new ITSM/CMDB tools
• Standardizing processes and reporting

Qualifications

• More than 10 years of experience in IT support, including at least 3 in direct management
• Positive leadership, ability to rally distributed teams
• Strong user orientation and service sense
• Rigor, organization, autonomy
• Excellent oral and written communication skills
• Experience in multi-site environments

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• Very good mastery of Windows, macOS, and Linux environments.
• Proficiency in a modern ITSM (ServiceNow, GLPI, Jira Service Management…).
• Good general understanding of network, cloud, and cybersecurity fields.
• ITIL v4 preferred.

Informations complémentaires

Why you will love working at SQLI?

• A friendly and modern work environment.
• Innovative tech projects with a strong strategic impact.
• A flexible remote work policy (up to 3 days/week).
• Training and certifications to support your professional development.

All our positions are open to people with disabilities. A contact person is available at any time: you can request a connection as soon as you start your first exchanges with us. Adjustments or devices can be put in place to meet your needs.

Questions about your personal data? Find our candidate privacy policy here: https://www.sqli.com/sites/default/files/2025-09/SQLI%20-%20PRIV%20-%20Politique%20de%20confidentialite%CC%81%20Candidats%20-%20C0%20-%2031032025%20%281%29.pdf