Helpdesk Manager Ref. 003026

fes, Morocco
Full Time
Mid Level


  • Management, animation and supervision of the Helpdek team

  • Accompanying the team members to improve their performance, actively participate in the development of a culture of quality, punctuality and sense of service, encourage knowledge sharing, support their professional development and ensure compliance with procedures;

  • The development and optimization of the team's schedule to cover the opening hours of the helpdesk by anticipating fluctuating activity periods in order to minimize user waiting time;

  • The implementation of reporting tools to ensure the monitoring of activity and measure the quality of services;

  • Assist the team in resolving incidents or service requests;

  • Resolving incidents using the existing knowledge base and participating in its enrichment;

  • Participation in the recruitment, training and evaluation of team members;

  • Monitoring of indicators and the quality of analyses and responses made by the team;

  • Management of end-user complaint requests;

  • The development and/or improvement of procedures to obtain an efficient and quality assistance process;

  • Make proposals to improve and optimize the tools used for support;

  • The realization and transmission of the monthly reporting to your operational manager measuring the quality of services provided;

  • Managing escalations to the various Level 2 support teams based in Paris and actively participating in weekly intra-team coordination and problem management meetings.


  • Diagnosis of breakdowns or anomalies

  • Analysis of malfunctions

  • Drafting of procedures

  • Diagnostic methods

  • Management of commitments

  • Techniques for taking calls

  • Incident management tools

  • Sense of organization

  • Spirit of initiative

  • Customer orientation

  • Team leadership

  • Communication skills


Novancy One est leader du recrutement et staffing de profils dans les domaines des systèmes d'information et de la transformation digitale. Chaque candidat qualifié sera considéré pour un emploi, indépendamment de sa race, sa couleur, sa religion, son genre, son orientation sexuelle, son origine nationale, son handicap, son âge ou son statut de vétéran. Si vous pensez que votre candidature aurait été injustement écartée, veuillez nous en aviser par email : [email protected] Pour consulter toutes nos offres : Pour enregistrer une candidature spontanée : [email protected]


Apply for this position

Apply with
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file