We are currently looking for a "Technical Leader Service Desk" to strengthen the Cronos Europa team.

The Technical Leader Service Desk is responsible for monitoring, prioritizing and effectively managing the ticket backlog to ensure their timely resolution. This role combines continuous monitoring, analysis, coordination and communication to optimize Service Desk performance and improve user satisfaction. He supervises and manages the teams (around 25 people),

Missions:

• Ticket Monitoring and Management: Track, prioritize and manage the ticket backlog to ensure rapid and efficient resolution.
• Trend Analysis: Regularly track the number and type of tickets in the backlog to identify trends and bottlenecks.
• Ticket prioritization: Prioritize tickets based on urgency, business impact, and commitments, ensuring critical tickets are prioritized.
• Data Analysis: Analyze backlog data to identify common causes of tickets and areas requiring improvement.
• Technical Referent: Serve as technical referent for Service Desk activities, supervising operations on a daily basis.
• Technical Support: Advise and technically assist Service Desk technicians, providing advanced support for complex incidents and user requests.
• Performance Analysis: Regularly analyze activities to identify performance, trends and opportunities for improvement.
• Proposals for improvement: Inform and propose to the Technology Department (DiT) areas for improvement and communication topics to plan for users.
• Complex Incident Coordination: Actively coordinate the resolution of complex incidents and ensure appropriate escalation when necessary.
• Training and development: Train Service Desk technicians to develop their technical skills and encourage them to follow best practices.
• Optimization of efficiency: Implement and monitor action plans to optimize the efficiency of the Service Desk.
• Knowledge base management: Guarantee the quality and currency of the knowledge bases used by the teams.
• Communication in the event of a crisis: Alert and initiate the communication process in the event of a crisis detected by the Service Desk.

Profile :

• Proactivity and sense of initiative
• Rigor and sense of organization
• Team spirit and collaboration
• Ability to manage stress and work under pressure
• Adaptability and flexibility
• Qualifications and Experience:
• Bac+3 to Bac+5 in IT or related field: Bachelor's or master's degree in IT (Bac+2 if significant experience).
• Minimum 3 to 5 years of experience in a similar role: Significant experience in Service Desk management or technical supervision is required.
• Certifications:
• ITL V4 foundation minimum certified.
• Recent MS or Linux certifications are a plus

Skills :

• Technical expertise: In-depth knowledge of the systems and technologies supported by the Service Desk (minimum Windows solutions)
• Ticket Management: Skills in ticket management and prioritization, with an ability to analyze data and identify trends.
• Leadership and Supervision: Experience in team supervision, with management and employee development skills.
• Analysis and resolution of problems: Ability to analyze incidents and performance to propose improvement solutions.
• Communication: Excellent communication skills, both written and oral, to interact with technical teams, management and users.Training and Mentoring: Ability to train and mentor Service Desk technicians to improve their skills.

Why Cronos Group? We'll propose you:

• An attractive salary package
• A good work-life balance environment
• The assurance of working with cutting-edge technologies with an intrapreneurial spirit
• The opportunity to develop your skills thanks to tailor-made training courses according to your needs
• A good job in a friendly place

If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!