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

About the Role

We are looking for an IT Support Supervisor to join our international IT Helpdesk team. This role involves both operational supervision and hands-on involvement in complex support activities, ensuring high service quality for Sia Group worldwide.

Key Responsibilities

• →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.
• →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.
• →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.
• →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.
• →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.