SWING-ONE

About the Company

Swing-One accompagne les entreprises à adopter une nouvelle culture numérique. Notre expertise et nos compétences sont mis à profit pour leur permettre de tirer parti des technologies numériques afin de faciliter leur transformation. Nous leur fournissons des solutions innovantes et adaptées à leurs besoins pour moderniser leurs processus et leurs systèmes. Nous les accompagnons également dans leur démarche de mise en œuvre afin qu'ils puissent réaliser des gains de productivité et d'efficacité.

Listed Jobs

Company Name

SWING-ONE

Job Title

Responsable Helpdesk F/H

Job Description

**Job title** Helpdesk Manager (F/M) **Role Summary** Oversee daily IT support operations, enforce SLA compliance, manage quality of ticket resolution, and coordinate onsite service providers to ensure optimal user experience. **Expectations** Lead and motivate a support team, maintain high service quality, and continuously improve processes and workplace efficiency. **Key Responsibilities** - Real‑time supervision of N1/N2 ticket queues: prioritize, allocate, and track resolution. - Quality control of tickets: classification, comments, and time‑to‑resolution. - Daily run‑through: team huddles, corrective actions, backlog management. - On‑site service provider coordination: emergency responses, replacements, planned operations. - Monitor service‑level adherence, issue escalations, and completion tracking. - Analyze KPI data and chair weekly/​monthly review meetings. - Optimize ITSM workflows, propose automation, and update knowledge bases. - Manage SLA definitions, escalations, reminders, and closures. **Required Skills** - Proficiency with ITSM tools (GLPI, Jira, ServiceNow). - Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, VPN, and printing infrastructure. - Basic networking skills (DHCP, DNS, VPN, Wi‑Fi). - Excellent analytical, prioritization, and organizational abilities. - Strong interpersonal skills, meticulousness, and customer‑service orientation. **Required Education & Certifications** - Bachelor’s degree in Information Technology, Computer Science, or related discipline.

Paris, France

On site

12-12-2025