Responsable Help Desk

Overview: We are seeking a highly motivated and experienced Level 1 and 2 Technical Support Manager to lead our technical support team. This role is crucial to ensure that our technological systems run smoothly and that our employees receive the necessary support to perform their functions efficiently. Responsibilities: Lead and manage a Level 1 and 2 technical support team, ensuring high-quality service and quick response times. Oversee the resolution of technical incidents, ensuring service level agreements (SLAs) are met. Coordinate and prioritize multiple projects and tasks simultaneously, maintaining a focus on efficiency and quality. Develop and implement technical support procedures and policies to continuously improve service. Collaborate with other departments to identify and resolve technological issues. Provide regular reports on team performance and support metrics. Foster a positive and motivating work environment, promoting the professional development of the team. Qualifications: Proven experience in managing technical support teams, preferably in the pharmaceutical sector or a similar environment. Deep knowledge of Microsoft technologies and experience in their implementation and support. Excellent English communication skills, both written and verbal. Ability to work under pressure and manage multiple projects effectively. Strong leadership skills and the ability to motivate and develop team members. A university degree in Information Technology, Engineering, or a related field is preferred. #J-18808-Ljbffr