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

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.

Education & Experience

• Bachelor’s/master's degree in Computer Science, Information Technology, or related fields
• Significant professional experience (typically 5+ years) in IT Support and supervision

Technical Skills

Strong knowledge of:

• Microsoft 365 environment

• Entra ID (Azure AD)

• Intune and Kandji (MDM)

• End-user hardware and operating systems

• Mac and Windows

Solid understanding of:

• IT infrastructures

• Networks fundamentals

• Cloud-based architectures

• Comfortable with ticketing systems and ITSM best practices.

Soft Skills

• Excellent interpersonal and communication skills.

• Ability to interact confidently with senior stakeholders and VIP users.

• Strong sense of priorities, autonomy, and accountability.

• Team-oriented mindset with a hands-on approach.

• Proactive, open-minded, and eager to learn and improve.

Languages

• Fluent English (spoken and written) is mandatory; able to communicate smoothly and professionally in all situations.

• French is a plus.

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.