Company Description

Mondial Relay, a prominent force within the InPost Group, proudly leads the market in out-of-home delivery.

We offer a simple, fast, economical and virtuous parcel shipping and delivery service, through a network of Relay Points and Lockers, creating links between e-merchants, merchants and consumers. Becoming the leader in out-of-home delivery in Europe is the challenge that our 1,400 employees are taking up together with passion, through numerous collaborative projects, in a working atmosphere full of PEP'S.

Ready to take part in this adventure?

Please submit your CV in English.

Job Description

• Plan and oversee the team's work. Delegate tasks appropriately, and ensure their successful execution.
• Ensure alignment with company objectives and IT service level agreements (SLAs).
• Conduct regular 1:1 meetings and team briefings to ensure alignment and address concerns.
• Provide constructive and timely feedback.
• Take action to address performance issues, recognize achievements.
• Make recommendations for salary increases, bonuses, and promotions based on contributions.
• Identify skill gaps, create personal development plans (PDPs), and drive initiatives for professional growth, including training in technical and soft skills.
• Resolve complex technical issues that exceed the expertise of other team members, acting as the final escalation point.
• Ensure resilience of IT systems and compliance with established cybersecurity policies and standards.
• Develop and implement a consistent strategy for testing and rolling out technical solutions.
• Maintain transparent and effective communication channels within the team and across departments.
• Serve as the bridge between the Helpdesk team and senior leadership.
• Analyze and propose improvements to technical procedures and operational processes.
• Automate repetitive tasks to enhance efficiency and accuracy.
• Define, monitor, and analyze key performance indicators (KPIs) such as resolution times, ticket volumes, and customer satisfaction.
• Create actionable reports to present to stakeholders.
• Foster a positive and collaborative work environment, promoting teamwork and cooperation.

Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• Additional certifications such as ITIL, Microsoft Certified Solutions Associate (MCSA), or similar are a plus.
• Strong analytical skills and a proactive, solution-oriented mindset.
• Proven leadership and team management capabilities, including conflict resolution.
• Excellent interpersonal and communication skills to engage internal stakeholders.
• Familiarity with ITSM tools like ServiceNow, Zendesk, or Jira.
• Competence in developing IT policies and processes.
• Demonstrated experience in managing an IT Helpdesk team or similar.
• Hands-on experience with IT infrastructure management (hardware, software, and networks).
• A track record of process optimization and automation in IT operations.
• Fluency in French.
• Proficiency in English (min. B2 level required).

Additional Information

And if you join our community, you will be able to benefit from:

• individual variable compensation (CDI contract)
• attractive profit-sharing and profit-sharing bonuses
• a collaborative way of working, based on autonomy and responsibility
• professional development opportunities throughout your career

In a top-notch working environment, you will be proud to take part in our business project.