IT Support Supervisor – Hybrid L1/L2 (Hands-On Role)

Job Description Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of 6 members based in France and the United States. As part of our global expansion, we are also building up the team in India. You will play a key role in supporting the recruitment, onboarding, and management of this new team, contributing to its structuring and long-term development. As an IT Support Supervisor, you will combine operational supervision with a strong hands-on involvement in complex support activities. Your role is critical in ensuring a high level of service quality for the Sia Group worldwide, covering: - global IT asset management, - supervision of Hybrid L1/L2 support activities, - direct involvement in complex incidents, - and dedicated support for VIP users. This is not a purely managerial role : you will actively handle tickets, support users, and assist the team on advanced or sensitive cases. Key Responsibilities Operational Support (Hands-On) - Diagnose and resolve complex IT incidents through multiple channels (ticketing system, phone, Teams, on-site). - Act as an escalation point for L1/L2 support on advanced technical issues. - Provide high-level support to VIP users, ensuring discretion, responsiveness, and service excellence. - Participate in on-site interventions when required. Support Supervision & Team Assistance - Supervise daily activities of the Hybrid L1/L2 support team (France / international scope, with a Day/night shift) - Support and mentor technicians in incident resolution and troubleshooting. - Ensure proper prioritization, SLA compliance, and service continuity. - Actively assist the team during peak workload or complex situations. Knowledge & Process Improvement - Maintain, update, and improve the Sia IT Knowledge Base (KB). - Contribute to the standardization and optimization of support processes. - Share best practices and technical knowledge with the team. Device Management - Manage MDM solutions (Microsoft Intune, Kandji). - Work with Microsoft technologies: Microsoft 365, Entra ID (Azure AD), Intune. - Ensure maintenance and evolution of the global IT hardware fleet (workstations, peripherals). - Participate in IT migrations and large-scale deployments worldwide. Coordination & Communication - Participate in regular meetings with the IT team in France - Act as a key liaison between support teams and IT management. - Provide reporting and feedback on incidents, risks, and improvement opportunities.