Are you ready to take the lead in a dynamic and forward-thinking IT environment?

Join Econocom PSF S.A., a key player in digital transformation across Europe, and become the driving force behind one of our largest client's support operations.

Your Mission

As Support Services Team Leader, you will oversee the IT Support Team. You'll play a pivotal role in ensuring service excellence, team cohesion, and client satisfaction. You will be fully integrated into the client-dedicated team and will report to the Service Delivery Manager.

Key Responsibilities

• Lead and coordinate the IT Support Team, ensuring timely task execution and accurate reporting.
• Play the role of Incident and Problem Management following ITIL best practices
• Monitor KPIs and ensure SLA compliance through regular quality checks.
• Foster a collaborative and communicative team culture and guide them in developing their skills.
• Allocate resources effectively and assess user requests based on impact and SLA.
• Follow-up the technical implementation enhances service delivery.
• Collaborate with other departments to resolve complex operational issues.
• Support the team in diagnosing and resolving software and infrastructure challenges.
• Troubleshoot issues across mobile devices, IT equipment, accounts, networks, and virtual servers.
• Provide timely and accurate feedback to clients.
• Prepare detailed reports for the Service Delivery Manager and client IT Manager.
• Oversee knowledge management and the creation of user guides.
• Maintain professional and positive relationships with clients.

Your Profile

• Bachelor's degree in IT, Computer Science, or a related field.
• Minimum 5 years of experience in technical support roles, including at least 1 year in a leadership position.
• Strong knowledge of Windows environments.
• Experience with cloud platforms (Azure) and modern workplace tools (Microsoft 365).
• Proven ability to lead and motivate technical teams.
• Excellent problem-solving and communication skills.
• Ability to deliver clear technical assistance, both written and verbal.
• The ability to build and analyze activity reports (PowerBI).
• Proficient in ServiceNow platform usage
• Certifications in Microsoft and Azure technologies are a plus.
• ITIL certification required.
• Fluency in English is mandatory; French is a strong asset.

We Offer

A competitive & challenging function in an innovative services company with room for initiatives.

An attractive salary package, company car, group insurance and extended hospitalization plan.

At Econocom you will operate in a professional environment where entrepreneurship is encouraged.

Location

Based in Luxembourg, Cloche d'Or district.